Front Office Manager

**General Information**:

- Country/Region- Mexico- Province/City- Nayarit- Location- Rosewood Mandarina- Department- Rooms - Front Office- Job Type- Full-time Permanent**GENERAL PURPOSE OF JOB**
- Ensuring that all operations within the Front office departments (Front Desk, Concierge, Butlers) have an organized and structed management to ensure that the service offered follows company’s requirements. Furthermore, responsible of planning the operation of the different teams in charge in short, middle and long term, maintaining always the highest level of service standards and optimize the expenses based on the budget. Solve any internal or external conflict that may happen involving the mentioned teams. Responsible also of the timely training and development of the staff based on the politics of Rosewood Mandarina.**OPERATIONAL DUTIES AND RESPONSIBILITIES**

**FINANCIAL**
- To Follow a thorough analysis and supervision of departments costs and follow the year established budget to maximize profitability.
- Constant supervision of the operation expenses established to make sure that the costs are controlled. Monitoring and analyze monthly P&L reports.
- Maximize the work labor in line with all the departments to ensure the proper usage of the resources.
- Proper use of company’s assets, following punctually finance policies and procedures.
- Ensure that every service is charged correctly, and the income is registered in the corresponding account.
- Monitor and supervise staffing in line with yearly budget, including holidays and coverage in peak season.
- Accomplish established yearly goals from the different company and division targets.
- Take part in an active way in the elaboration of the annual budget of incomes, expenses and work equipment. Ensure that all different schedules are made in base of the level of occupation and workload, to maximize utilization of staffing.
- Keep a biweekly control of assistance for the payment of the department wage.
- Make sure that there are enough supplies for the operation.
- Actively upsell all the hotels other departments
- Appropriate management of the company values following promptly the politics and procedures of finances.

**LEADERSHIP**
- Assign responsibilities and delegate accordingly with each team member different tasks to assist with their training and development.
- Assist with guards as MOD in every moment that is needed.
- Make sure that every associate presents to work on time, with a complete and tidy uniform.
- Ensure that the different departments are sharing with their teams the Rosewood Daily by daily briefing before every shift and monthly departmental meetings assembly.
- Knowledge and capacity to supervise, correct and demonstrate all tasks assigned to the team.
- Keeps training/operations manual and departmental SOP's up to date.
- Realize annual evaluations as well as plans of training for each team member.
- Make sure that every subordinate has the training and abilities, to offer a service according to the standards of service, by continuous trainings.
- Analise monthly glitch reports to identify training needs.
- Ensure that the different departments receive every new associate and verify that the induction process and training is done in a correct manner.
- Ensure monthly training plans are schedule and actioned with the team.
- Ensure that all Front Office department have all signed ITP's of their new associates.
- Help in the development, and support the trainers assigned to each department.
- Fully aware and meeting all company, LQA and Forbes standards.
- Carries out weekly one to ones with the different leaders from the division to monitor performance and share feedback.
- Maintain a healthy relationship with coworkers of other departments.
- Maintain a daily control of the operation and assist different departments as needed.
- Perform Go audits to ensure that the standards of excellence are maintained in the different departments and keep tracking for further analysis.

**SERVICE**
- Follows strictly all established service standards.
- To have excellent knowledge of Standard of Procedures to comply with Hotel Standards
- Establish a harmonious relationship with the guests.
- Have complete knowledge of our facilities and weekly schedules.
- Know our types of rooms, location, fees, promotions, and packages.
- Know the daily information, number of arrivals, departures, Notable Guest in house, rooms availability as well as the information of in-house groups.
- Ensure that the lobby is set up constantly as expected and liaise with relevant departments if attention is needed. Including decorations and maintenance.
- Make sure that every employee has a professional, warm and sincere image.
- Have knowledge of the emergency procedures.
- Ensure that all the departments are managed efficiently providing a courteous, professional and flexible in every moment, in agreement with the standards of Rosewood Mandarina.
- Make sure that every