Duties and Supporting Responsibilities:
- Ensure a warm and genuine arrival and departure experience for all guests.
- Ensure proper, efficient and profitable functioning of the Front Office, which includes Reception, Guest Relations, Concierge, Oriental Club, Telephone and Business Centre.
- Ensure that all Guest Services Executives are groomed according to hotel standards.
- Maintain all department files and ensure that paperwork is kept to a minimum.
- Investigate complaints, address the department concerned and respond to guest.
- Raise accurate and detailed log entries for all incidents and occurrences in the hotel.
- Coordinate with Security with regards to any criminal acts or suspicious guest.
- Review the Daily Arrival Report for today and the following two days to ensure accuracy of information, history, services and amenities accorded.
- Serve as the Manager on Duty and available to guests at all times.
- Personally welcome guests in VIP guest, as well as repeat guests; recognize and anticipate their individual needs
- Ensure that Legendary Quality Standards, policies and procedures of the Hotel are properly understood and followed through.
- Perform aspects of human resources and training functions, including coaching, counseling, training, disciplinary actions, etc., for Guest Services Executives.
- Ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of the team.
- Identify quality improvement trends and effectively communicate issue to the Front Office Manager.
- Handle guest complaints and comments relating to the department tactfully.
- Liaise with Concierge Manager, Reception Manager, Oriental Club Manager, and Telecommunications Manager to co-ordinate on staffing levels according to daily movements.
- Initiates new procedures to increase efficiency, productivity and maximum guest satisfaction.
- Identify training needs and implements effective training program.
- Train colleagues on new work processes, understanding of policies and procedures.
- Ensure effective communication via daily briefing, weekly update and monthly brainstorming within the department.
- Perform any other reasonable duties as required by the Front Office Manager.
Requirements
- At least 3 years of working experience as a Duty Manager in hotel industry is required for this position.
- Willing to work rotationary shifts, weekends and public holidays.
