Primarily responsible to ensure that Front Office shifts are run efficiently, providing outstanding guest service, assisting all Front Office staff and maintaining a calm, professional environment at all times. Supervises and assign duty roster for front office and reservations team. Responsible for VIP movement in the Hotel.
Job Descriptions:
- To generate Daily Management Reports for the Management.
- Checks cleanliness of lobby and public areas, maintenance and as well as front office staff in proper and orderly appearance and behavior.
- Checks on registration cards of arriving guests and ensures all information should be filled on each cards either by Guest Services Officers or the guests.
- Gives the instructions to the Night Reception, during the high occupancy periods, regarding: walk-in guests and release room blocked because of no-shows
- Assists in handling room lock problems.
- Prepares and checks for VIP’s arrival rooms.
- Support and work with other divisions as a team to achieve most efficient and effective front office operations and results.
- Operates the front office computer system in order to assist front office attendants.
- Checks group department, fit and ensure switchboard makes appropriate wake up calls.
- Handles guest complaints and other related problems and reports on the Incident Report.
- Assists reception, during they are busy.
- Answers guests inquires, handles complaints and attend to the needs of the guests.
- Authorizes charges to be made for late departures and/or compliments on them.
- Promotes and maintains good public relations.
- Motivates and maintains good staff relations.
- Maintains and be guided of hotel policy on credit/lost and found hotel guests properties.
- Implement SOP’s for all operational areas as directed by Operations Manager, and ensure that once developed are implemented and maintained. Ensure that SOP improvements are documented and referred to Operations Manager for updating.
- Discipline and resolve conflicts or related issues between junior colleagues as required.
- Responsible for improvements and / or implementation of new services and operational policies as and when required
Job Requirements:
- Candidate must possess tertiary education qualification in Hospitality Management or related discipline
- Minimum 5 years' relevant experience in hospitality industry
- Calm, efficient and the ability to work well under pressure
- Excellent leadership skills and exceptional communication skills
- A passion for delivering exceptional levels of guest service
- Possesss strong commercial acumen, with experience in increasing profitability in a tight market sector
- Experience in managing budgets, revenue proposals and forecasting results in a similar sized property
- Multi-lingual, excellent spoken and written English is a must, and ability to speak other languages would be an advantage
- Having a driving license (Class 3) would be an advantage.
