The candidate is require to:
- Assign sufficient manning to cater for daily operational needs
- Planning of VIP arrivals and departures and ensuring operational efficiency
- Develop and maintain strong guest relationships to ensure guest loyalty
- Handle guest issues when needed
- Plan and review rosters to ensure productivity goals are met
- Conduct audit checks on service standards and ensure compliance with hotel standards
- Ensure operations are in order, guests assistance required is rendered accordingly and hotel’s service standards are met
- Responsible for all aspects of Guest Service and Guest Satisfaction that are generated and maintained in Guest Satisfaction system
- Facilitate preventive maintenance program with housekeeping and engineering
- Work with the Revenue, Reservation and Sales Manager to ensure strategies are in place to maximize revenue opportunities
- Track and Forecast daily, weekly and monthly Of Loyalty Program
- Planning, reviewing, training, monitoring, evaluation and counseling of employees
- Handling and investigation of guest requests/complaints
- Counseling and disciplinary action for colleagues non-compliance with procedures and behavior
- Attend any department and operational meetings
- Ensure grooming standard set by the hotel at all times
- Ensure work areas are adequately stocked and inventory properly recorded
- Ensure department compliance with safety and security procedures at all times
Qualifications
- Minimum 4 years of hotel experience, preferably in Front Office
- Read write and speak English fluently
- Possess good guest relations skills, confident, clear English
- Good decision making skills
- Knowledge of Opera system and other related sub-systems interfaced to the hotel’s computer system
- Proven ability to guide and coach team members
