House Manager

7 months ago

Thailand Capella Hotel Group Full time

THA_
- _Salary_
- _Full Time_
- _5 days works week / Health Insurance / SSO / Uniform / Duty Meals / Provident Fund_

**Position Overview**:
The House Manager will be responsible for leading our team to success and ensuring all work processes flow efficiently in order to help bring our personalize service to life. These include overseeing daily operations, ensuring team member's productivity, monitoring efficiency of all processes and creating a positive work environment for our team members. You will also make sure all our Front of House team members; including Personal Assistant, Guest Service and Service Center deliver stellar level of customer service and to create memorable hospitality experiences to all of our guests throughout their stay and ensuring that "personalized service" is always at the forefront of everything we do.

**The Role**:

- Be responsible for all Front of House operation team members including; Personal Assistants, Guest Services and Service Centers by providing training, supervise, oversee and supporting all team members in the daily operation to ensure we comply with all service standards, department policies, and operating procedures in the daily operation.
- Ensuring and providing flawless, upscale, professional and high class guest service experiences as a role model of Personal Assistants to our guests throughout their stay.
- Maintain an image of professional Personal Assistant service to all guests, team members and management.
- Oversee the smooth operation of the property and be the key contact for any guest issues or hotel emergencies, performs as the representative of senior hotel management in their absence.
- Communicating with guests and co-workers accordingly; handling complaints, collecting ideas on improving the operation, providing information, selling facilities, reporting any issue or damages and breakdowns and checking if repairs have been completed.
- Be able to create and update SOPs in all Front of House areas according to Capella Bangkok's business and be able to suggest or make updates according to business requirements in order to improve efficiency of work.
- Being champion in PMS (Opera) and other appropriate IT systems; comfortable to perform, train, support and supervise all team members for all functions of usage.
- Be able to perform, train, support and supervise all team members with all process of personal check in, personal check out, billing instructions according hotel standard operating procedures.
- Monitor daily bookings, ensure room assignment and room readiness prior to guest arrival. Ensure all guests must be properly greeted upon their arrival, and special attention is provided to guests such as disabled, elderly, children, special occasion and VIPs.
- Oversee personalize check-in and personalize check-out procedures, including reservations and financial transactions. Also follows up in credit check report, liaise with credit manager.
- Be able to perform, supervise and oversee team members to provide recommendations and suggestions on transportation including arrangement and making reservations for guests.
- Being familiar with Bangkok city, to know everything you need to know about the city, stay updated on what's happening in town and be able to offer guests reliable and personalized suggestions about their requests e.g. local tourist spots, places to dine, shopping and sight-seeing. Be able to supervise, oversee and to conduct proper training sessions regarding this to the Personal Assistants and all team members.
- Network with management of popular clubs, bars and restaurants to build relationship on behalf of Capella Bangkok.
- Being knowledgeable on operator or call center etiquettes. Be comfortable to train, support and supervise all Service Centre members on a daily operation for all functions usage. Be able to improve telephone handling and other procedures productivity at all times.
- Maintain an up to date knowledge of the hotel daily services, activities, promotions, and events. Communicate this to all Front of House members so they can supply information and respond to guest queries.
- Ensure all team members are fully aware of guest satisfaction and the indicators that relate to any specific area and focus their attention to maximize scores in these area.
- Ensure all team members are fully aware of what are LQA and Forbes, the standards that they assess, so they could treat every guest like an auditor and ensure that we are compliant.
- Analyze guest satisfaction from direct feedback, ReviewPro, comment cards or any online reviews and providing strategic direction to continuously improve overall rating.
- Liaise with all departments to a unique, personalized, memorable and comfortable guest experience.
- Provide inspirational leadership, clear vision and direction to team members to ensure delivery of the Capella, values and vision, to craft truly amazing experiences for our guests and team members.
- Help foster a posi

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