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Job Description
Conduct daily briefings and ensure that all pertinent information is well received by team members
Manage and supervise all tasks of his/her staff to ensure that highest quality service is delivered and department standards are met
Review, analyze and suggest improvement of work flow and standards at the Front Desk
Analyze rate variance report to ensure rooms revenue control, approve discounts and rebates
ommunicate with Front Office Manager on all matters regarding guest services & hotel operations
Ensure documentation of all guest related issues using the logbook
Sign media and supervise shift handover procedures
Coordinate and communicate with other hotel departments as required regarding general administration and operations issues
Provide management presence at all times by assisting with the handling of guests’ needs and complaints tactfully and efficiently
Assist Guest Relations in greeting, rooming, and sending off guests
Inspect front of house and back of house regularly for cleanliness and orderliness
Ensure that front line staff complies with marketing techniques and maximizes sales
Check billing instructions, monitor guest credit and act upon any discrepancies
Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates
Ensure procedures of On-Call Valet Desks and driveways are manned at all times and run efficiently
Ensures the Safety, Security and Loss Control policies and procedures are compiled with at the lobby and driveway. Handle and manage hotel emergencies.
Conduct Night Audit Process for hotel
Team Management
Provide department orientation and training of the hotel service standards, procedures and programs
Constantly monitor team members’ appearance, attitude and degree of professionalism
Motivate and provides a work environment which brings out the best in team members
Other Responsibilities
Maintain complete knowledge of all food & beverage services, outlets and hotel services/features
Be fully conversant with hotel fire & life safety/emergency procedures
Attend all briefings, meetings and trainings as assigned by management
Report for duty on time wearing clean and complete uniform at all times
Maintain a high standard of personal appearance and hygiene at all times
Perform other reasonable duties assigned by the Management of the Hotel
Qualifications
Degree or Diploma in Tourism / Hospitality Management
Minimum 2 years of relevant experience in a similar capacity
Excellent reading, writing and oral proficiency in English language
Ability to speak other languages and basic understanding of local languages will be an advantage
Good working knowledge of MS Excel, Word, & PowerPoint
Additional Information
Strong leadership, interpersonal and training skills
Good communication and customer contact skills
Results and service oriented with an eye for details
Ability to multi-task, work well in stressful & high-pressure situations
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