Overview of duties
- Ensures guests have a smooth-running stay at the hotel
- Organises the customer welcome and care provided by his/her team
- Manages and motivates the Front Office team in order to provide a high standard of service for customers
- Helps meet the department's quantitative and qualitative targets
- Implements brand and Group projects and identity features.Main responsibilitiesCustomer relations• Welcomes guests and fosters customer loyalty through his/her friendly manner
- Develops high quality relationships with guests throughout their stay
- Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a rapid solutionProfessional techniques / Production• Takes part in, organises and supervises guest arrivals and departures with the front office teams • Ensures that guest documentation and information is available and up-to-date
- Ensures that the pricing policy and internal audit procedures are duly applied • Supervises the management of debtors, group and individual guest invoicing and cash operations • Keeps track of the standard of services delivered, based on guest comments and quality audits • Updates and checks that information in the directory and e-directory is up-to-date
- Supervises the standard of customer relations on a daily basisTeam management • Develops employees' motivation and team spirit by creating a good working atmosphere
- Is involved in recruitment
- Integrates and trains employees, providing support for skills development • Applies labour legislation • Ensures that employees are well presented (uniforms, personal hygiene etc) Commercial / Sales • Contributes to synergy within the marketplace by promoting the inter-hotel coordination policy • Makes sure that the hotel's pricing policy and sales pitches are duly applied in order to optimise REVPAR
- Ensures the brand and/or Group's loyalty programme is promoted to guests • Motivates and drives the team to attain the department's quantative targets
- Is responsive in implementing the sales priorities for the day, as initiated by the Front Office ManagerManagement and administration • Ensures that invoicing and cash operations procedures are respected in line with internal audit reference guidelines
- Helps update dashboard charts (revenue, occupancy rates, average room rates, activity forecasts, headcount planning, etc)
- Ensures security of revenue and money flows
- Undertakes any necessary actions in order to recover debt Hygiene / Personal safety / Environment • Ensures that the workplace remains clean and tidy
- Applies and ensures application of the hotel's security regulations (in case of fire etc)
- Ensures the safety of people and property in the hotel
- Respects the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc)Reporting lineReports to the Front Office ManagerProfileEducation / Professional experience • Vocational diploma to degree level in hospitality - food & beverage
- Previous experience working at the front desk
- Computer literate in the Windows environment, PMS, Hotix, Tars, with an aptitude for new technologies
- Fluent in the national language
- Business English and a third language would be a plus
Job Types: Full-time, Permanent
Pay: Up to RM5,000.00 per month
Benefits:
- Health insurance
- Opportunities for promotion
- Professional development
Schedule:
- Day shift
- Evening shift
Supplemental Pay:
- Yearly bonus
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