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Primarily responsible to ensure that Front Office shifts are run efficiently, providing outstanding guest service, assisting all Front Office staff, and maintaining a calm, professional environment at all times.
Supervises and assigns duty roster for Guest Service Agent and Bell Counter.
Responsible for the VIP movement in the Hotel.
Job Responsibilities:
Overseeing Front Office operation including maintenance, cleanliness, and efficiency.
To train and motivate the front office team towards excellent guest service.
Train new hires.
Conduct shift briefing.
Provide courteous service to the guest and respond promptly and tactfully to the guest's complaints, requests, and inquiries and log in the complaints.
Critical thinking during emergency.
Handle cash float with integrity.
Safeguard the cash float assigned and to be fully accountable for it.
Aware of the daily arrival and departure list for VIPs and special need/care guests.
Check the VIP room before the ETA.
Do spot check on the hotel shuttle.
Aware of the functions / events and meetings of the day.
Check cleanliness, lighting, and defect of the lobby and public areas.
Ensure front office staffs are always in proper and orderly appearance and behaviour.
Checks on registration cards of checked-in guests and ensure all important information should be filled on each card by reception or the guests.
Assist in handling door lock and safety box problem.
Helps the reception or bell counter as and when required.
Check the wake-up call list and ensure guest received on time.
Approves and sign for rebates.
Authorize and control late departure when required.
Answer guests' inquiries and attend to the needs of the guest.
Follow up in credit check report.
Ensure the permanent folio/group master is closed promptly.
Projects calm and professional manner always.
Always observe hotel policy and SOP when dealing with guest.
Ensure smooth group check-in.
To be familiar with the measure and the steps to be taken when the system fails and all backup procedures.
Ensure a high level of product knowledge of the hotel and local area and know the daily happenings in the hotel.
Delegate tasks and ensure is completed at satisfactory level.
To attend meetings in the absence of Front Office Manager.
Managing store par level and cleanliness.
Assist on hotel inspection in the absence of Front Office Manager.
Schedule the duty roster and submit to Front Office Manager for approval.
Rules and regulations, grooming codes and code of conduct of employees as well as customer relations are always adhered to.
Greets the VIP guests of the hotel or as directed by the Front Office Manager.
Perform any other duties as required by Front Office Manager or Guest Service Manager or Rooms Division Manager.
Job Requirements:
Diploma or bachelor's degree in hospitality management.
Previous experience working in a luxury 4 or 5-star hotel environment with minimum 2 years of experience in similar position.
Microsoft Office.
Tech Savvy.
Able to converse in Bahasa and English, additional local language will be advantage.
Strong problem-solving skill.
A team player.
Passion to serve.
Reliable.
High integrity.
Fast learner.
Good communication, presentation and leadership skills.
High analytical skills and able to make quick and decisive actions.
Good relationship management skills with internal and external guests.
Highly driven to achieve target.
Inquisitive and confident.#J-18808-Ljbffr