Job Summary
Responsible in ensuring hotel operations smooth running and satisfying hotel guests’ needs through attending to their enquiries and providing solutions and good customer service. Identify operation gaps and improve hotel review ratings across all OTA, TripAdvisor and social media.
Duties and Responsibilities:
Operations
· Improving on operations procedures.
· Managing a team of staff under various departments.
· Ensuring smooth operations by preparing roster and arranging shift cover for last min leave/ medical leave.
· Checking all emails and OTA messages are being replied promptly within a day.
· Checking all payments are being charged for non-refundable bookings and cancellable bookings are being charged based on the cancellable policy.
· Checking no outstanding payments for in-house and check out guests.
· Ensuring accuracy of daily reports.
· Providing training to new joiners.
· Covering shift when necessary.
· Checking and monitor of inventory level.
· Sourcing of new supplier and reviewing existing suppliers and operators.
Customer Service
· Following up that all guest’s special request prior to check in and arrange accordingly.
· Listening and attending to guests concerns and complains and ensure their concerns/complains are being dealt with in the best amicable way.
· Checking on OTA reviews and follow up on the complains mentioned in the review to ensure no repeat of similar issue. Compliments the team if there are good reviews mentioning specific GRO/ Housekeeping.
· Bringing up online review ratings.
Reports
· Checking of daily shift reports and submit to Operation Manager/ General Manager for month end reporting.
· Preparing and tally daily credit card statement from daily shift report and submit to Operation Manager/ General Manager for month end reporting.
· Preparing and consolidate monthly petty cash report and submit to Operation Manager/ General Manager for month end reporting.
· Checking of cancellation and no-show reports for every month end to make sure that it is correctly reported and charged for all OTAs.
· Tabulating month end staff rostering and incentives.
Housekeeping and Maintenance
· Checking of guest rooms before guest arrival.
· Ensuring good communication between Housekeeping and Front desk Department.
· Setting up schedule for internal room care, internal maintenance of guest rooms and external maintenance.
· Enhancing, improving and suggesting with GM on the overall hotel and hotel guest rooms experience.
Revenue Management
· Increasing ADR.
· Managing hotel room rates and allotments.
· Knowing OTAs and hotel rates and promotions.
· Managing hotel expenses.
· Hitting monthly hotel revenue target.
· Assisting in collections of any outstanding payments.
Job Holder’s specifications
· Possesses a Degree or Diploma in Hospitality or equivalent.
· Has at least 3 years of experience on managerial role or at least 6 years of front desk experience.
· Must possess integrity and drive.
· Proficient in Microsoft Office Applications.
· Must be highly independent and resourceful.
· Possess good communication and leadership skills.
· Able to correspond in writing with customers, suppliers and internal staff.
· Able to withstand work pressure and guests’ demands.
