Job Description & Requirements
- Manages and motivates the Front Office team in order to provide a high standard of service for guests
- Welcomes guests and fosters customer loyalty through his/her friendly manner
- Develops high quality relationships with guests throughout their stay
- Handles any guest complaints or contentious issues that cannot be settled directly by team members
- Oversees and supervises guest arrivals and departures with the team on duty
- Ensure that personalized service is offered to each and every guest
- Train and coach team members for success
- Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests
- Prepare monthly and daily revenue report and circulate to all HOD's
- Prepare Room revenue and occupancy forecast take action on rate strategies
- Involved in recruitment of new team members for front office
- Check and ensures all front desk employees are well presented
- Ensures that the workplace remains clean and tidy
- Ensure that the hotel's pricing policy and sales pitches are duly applied in order to optimise REVPAR
