Responsibilities:
- Act in command in the absence of Front Office Manager, supervise sections in Front Office, such as front desk, operator and concierge services. Monitor the junior staff’s conduct and job performance and to ensure that all staff project a positive corporate image to guests.
- Ensure that guests are attended to with promptness, courtesy and efficiency and that guest complaints are handled with tact and diplomacy. Assist in checking in / out of guests.
- Assist to inspect rooms assigned to VIPs before their arrival. Meet and escort the VIPs to their rooms and ensure that the complimentary amenities are provided. Ensure that relevant persons and Departments are informed of the VIPs.
- Initiate correspondence regarding enquiries, reservations, and complaints. Check housekeeping discrepancy report; report any variance and take corrective actions.
- Perform duties pertaining to security such as directing guests reporting incidents, thefts, or any offences to the Security department for assistance and handle matters concerning guest’s undesirable conduct in rooms / public areas or undesirable persons loitering around in co-ordination with the security department.
- Be alert and report any faults, defects and unusual activity of the property to relevant departments
- Maintain cash float amount in accordance with expected occupancy. Authorise rate and room changes, paid outs, cash advances, acceptance of cheques according to procedures and credit policies.
- Responsible for training of all front desk staff including planning, organising and conducting OJT.
- Monitor room inventory closely to ensure maximum utilisation of rooms to generate higher revenue. Assist to maximise revenue and occupancy from group allotments.
- Directly responsible for the evacuation of staff and guests during a fire or any security threat in co-ordination with the security department.
- Follows up in credit limit report, ensure all guests balance checked daily.
- Counsel, coach and mentor individual associates as required to drive initiative, performance and consistency.
- Ensures that the Hotel’s properties and facilities are protected and are kept in good working condition. Reports any loss or damage to the Hotel’s properties and facilities promptly and appropriately.
- Carries out any other reasonable duties and responsibilities as assigned by superior.
Requirement:
- Minimum 5 years' experience in Front Office supervisory role, thoroughly familiar with front office reception functions
- Prior experience in a 5 star hotel will be of an advantage
- Proficient with Opera system
- Customer service centric with high level of flexibility & adapability
- Able to work under pressure & fast paced environment
- A strong team leader & team player
