• Ensure a warm and genuine arrival and departure experience for all guests.
• Ensure proper, efficient and profitable functioning of the Front Office.
• 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 policies and procedures of the Hotel are properly understood and followed through.
• Perform aspects of human resources and training functions, including coaching, counselling, training, disciplinary actions, etc., for Front Office Executives.
• Ensure and maintain a very high standard of personal hygiene, behaviour 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 the respective employees 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
Qualifications
• Minimum Secondary 4 education with GCE ‘O’ level credits in a minimum 3 subjects
Experience
• 3 years of Front Office experience in the hotel, preferably with experience in a managerial role
