Summary of Responsibilities:
The main responsibilities and tasks of this position are as listed below, but not limited to these:
- Provide department orientation and training of the hotel service standards, procedures and programmes
- Control availability of rooms and action accordingly
- Colleague management at the Front Desk including rostering, performance management, OJT training, developing, counseling, guiding, discipline, feedback, evaluate and supporting colleague at the desks
- Lead the Front Office team to personalize the guest arrival/departure experience
- Be involved in the arrival, rooming, and departure of key/VIP guests
- Ensure guest arrival and departure procedures are completed as defined in the hotels’ standards and operating procedures and LQA standards
- Handle guest feedbacks and determine appropriate actions to ensure its meet or exceed guests’ expectations
- Co-ordinate full house activities, handle pledge relocates by sending and welcoming guest back
- Ensure safety, health, security and loss control policies and procedures at the desk are in compliance
- Conduct Night Audit process for the hotel
- Ensure strict compliance of the Credit Card Privacy and Cash Float SOP