Job Description
- Responsible for the operations of Front Office functions
- Support Front Office Manager in ensuring department targets and review for improvement including guest review/social media rating & positioning/upsell/membership enrolment/DCC etc.
- Review work processes for possible improvements and efficiency
- Handles all guest complaints/ feedback in a professional manner
- Follow up on guest complaints efficiently and take corrective action
- Provides on-site support to guests' needs and queries
- Oversee and supervises guests arrivals and departures with the front office team
- Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests
- Ensures all reception and cashiering procedures are performed in accordance with established standards
- Works closely with other operational departments to provide seamless and consistent guest service
- Train new and existing staff to ensure consistency in service delivery
- To coordinate guests and staff during an emergency evacuation
- Review daily activities which include daily forecast/target/issues or incident regards to internal & external guest
- Performs any other job tasks assigned by the Front Office Manager
Job Specification
- Minimum O levels, Diploma or equivalent
- At least 2 years of relevant working experience in a similar capacity
- Good knowledge on PMS Opera
- Strong problem solving and analytical skills
- Excellent communications skills
- Customer service oriented and able to handle challenging situations professionally
- Ability to perform under pressure in a fast-paced environment
- Able to work shifts, weekends and public holidays
