日本と海外をつなぐクラウドソーシング

Hilton Hotels & Resorts

Front Office Manager / Customer Service

2015/03～ 2018/01

• Oversees the entire Front Office operation to maintain high standards.
• Evaluates levels of Guest satisfaction and monitors trends with focus on continuous improvement.
• Ensures Regular Guests and VIP Guests are recognized, and that the Front Office Department Operates with a sales attitude and promotes the hotel brand’s loyalty program.
• Maximizes room occupancy at best rates and use up-selling techniques to promote the Hotel services and facilities.
• Sets departmental objectives, work schedules, budgets, policies, and procedures.
• Monitors the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork.
• Ensures Team Members have current and up to date knowledge of hotel products, services, prices and policies; as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices.
• Maintains good communication and working relationships with all hotel departments.
• Monitors and maintains staffing levels to meet business demands.
• Conducts monthly communication meetings and produce minutes.
• Manage staff performance, issues in compliance with company policies and procedures.
• Recruits, Manages, Trains and Develops the Front Office team.
• Complies with hotel security, fire regulations and all health and safety legislation.
• Acts in accordance with policies and procedures when working with front of house equipment and property management systems.
• Assists with other departments, as necessary.