Responsibilities
· Supervise all aspects of Front Office operations and assist with all Reception tasks including check-ins and check-outs when required.
· To welcome and bid farewell to all VIP guests.
· To develop and maintain relationship with house guests and provide personalized service whenever possible.
· Coordinate and work closely with Housekeeping and Facilities department to ensure on the overall quality of guest experience.
· Address all guests’ feedback and concerns professionally and providing service recovery when required.
· Record all guests’ feedback into the Duty Manager’s Log for Management and all departments attention or follow up if required.
· Make sound decisions to handle any operational challenges that may arise in the absence of the Management.
· Ensure that arrival rooms are assigned accordingly and monitor room inventory closely to maximize revenue.
· Be familiar with all Standard Operating Procedure (SOPs) and responsible for conducting training for Front Office team.
· Ensure that all Finance related procedures and policies are adhered to.
· Form part of the Emergency Response Team (ERT) and be familiar with all emergency procedures.
· Conduct regular patrols on hotel premises and report any security concerns, defects or issues with cleanliness in the public area / guest corridors to the relevant departments.
· Assume other responsibilities as designated by Front Office Manager.
Requirements
· Candidates should ideally be currently holding a Supervisory role for at least 1 year.
· Service-oriented and take pride in delivering exceptional guest service.
· Flexible to perform rotating shifts, including overnight shifts and on Weekends/Public Holidays.