The main responsibilities and tasks of this position are listed as, but not limited to the following:
- Assist the Assistant Front Office Manager and Front Office Manager to supervise the front office Operations and provide guidance to the Duty Manager for daily Operation’s needs.
- Conduct Daily briefing and deliver important message from the Management to the FO team.
- In the absence of higher management to make decisions regarding operational problems
- Coordinate and work closely with all departments regarding daily requirements in the Front Office operations.
- Always maintain the best relations between management and guests.
- Ensure room assignment for on day arrival and VIP / Wedding rooms are done before guest’s arrival.
- Ensure all Traces are checked and follow up.
- Handling the Airlines crew’s room assignment and coordinating with Housekeeping on room readiness.
- Handling group arrangement from Corporate and Travel Agent.
- Ensure all check-in and out procedures are followed.
- Ensure there is no misuse or mishandling of the computer and its peripherals.
- Ensure security measures are taken in handling of room keys.
- Ensure all registration cards are accurate and filled up.
- Work closely and keep the Security Department informed of all incidents.
- In case of natural disasters, fire, death, or bomb threats, apply the Hotel’s emergency procedures as laid down by Management.
- Ensure guests are always given prompt and efficient services by the team members.
- Handle all guest complaints professionally, satisfying their needs and safeguarding the Hotel’s interest.
- Ensure all arrival and departure VIPs and Suite guests are taken care of such as rooms are ready with amenities and card, receive and escort guest to room.
- Monitor closely guest’s room folio high balance daily to prevent losses by the Hotel.
- Ensure proper records are maintained and valuable secured in the Front Office Safe Deposit Box
- Responsible for the setting up and updating of the Duty Manager’s Log Entry, Comm Entry and to report all unusual events to the higher management.
- Responsible for all emergency procedures and coordinate closely with the Security Department
- Responsible for all Master Keys and Emergency Key which are strictly for their use only pertaining to operation requirements.
- Liaise with the IT Department on any faults of the system at times of emergency.
- Ensure strict control of the operations of the computer systems and peripherals.
- Ensure sufficient equipment and guest supplies daily.
- Assist Deputy Head on training related issues. To prepare the training plan and ensure planned training takes place and training records are submitted to HR in a timely manner.
- To actively identify training opportunities and suggest training topics related to all areas of the Front Office, including but not limited to Concierge/Bell Service and Front Desk.
- To perform any other duties that may be assigned by the management.
