Job PurposeThis position is responsible for the supervision of the smooth and efficient daily operation of the Front Desk and ensures that all hotel guests and visitors receive an optimum level of service and care at all times.Primary ResponsibilitiesFront Office OperationConduct daily briefings and ensure that all pertinent information is well received by team membersManage and supervise all tasks of his/her staff to ensure that highest quality service is delivered and department standards are metReview, analyze and suggest improvement of work flow and standards at the Front DeskAnalyze rate variance report to ensure rooms revenue control, approve discounts and rebatesCommunicate with Front Office Manager on all matters regarding guest services & hotel operationsEnsure documentation of all guest related issues using the logbookSign media and supervise shift handover proceduresCoordinate and communicate with other hotel departments as required regarding general administration and operations issuesProvide management presence at all times by assisting with the handling of guests' needs and complaints tactfully and efficientlyAssist Guest Relations in greeting, rooming, and sending off guestsInspect front of house and back of house regularly for cleanliness and orderlinessEnsure that front line staff complies with marketing techniques and maximizes salesCheck billing instructions, monitor guest credit and act upon any discrepanciesCoordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocatesEnsure procedures of On-Call Valet Desks and driveways are manned at all times and run efficientlyEnsures the Safety, Security and Loss Control policies and procedures are complied with at the lobby and driveway. Handle and manage hotel emergencies.Conduct Night Audit Process for hotelTeam ManagementProvide department orientation and training of the hotel service standards, procedures and programsConstantly monitor team members' appearance, attitude and degree of professionalismMotivates and provides a work environment which brings out the best in team membersProfileKnowledge and ExperienceDiploma in Tourism / Hospitality ManagementMinimum 3 years of relevant experience in a similar capacityExcellent reading, writing and oral proficiency in English languageAbility to speak other languages and basic understanding of local languages will be an advantageGood working knowledge of MS Excel, Word, & PowerPointCompetenciesStrong leadership, interpersonal and training skillsGood communication and customer contact skillsResults and service oriented with an eye for detailsAbility to multi-task, work well in stressful & high-pressure situationsA team player & builderA motivator & self-starterWell-presented and professionally groomed at all times
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