Reporting to the Area General Manager overseas the day-to-day operations of the front office including Reception, Night Audit and Concierge. The incumbent shall ensure hotel guests receive high level of customer services.
Job Descrptions
- To work in conjuction with the Area General Manager and staff, to achieve maximum occupancy, profitability, staff advanement and customer satisfaction
- Maintain the department costs within budgeted parameters.
- Review daily the night audit checklist and banking report, following up on any significant variances and disputes.
- Ensure effective control and planning,organizing, directing and controlling all aspects of the Front Office Department (guest registration, telephone services and concierge service).
- Manage staff-related issues, including performance management, counselling, employees engagament, staff welfare and other HR matters.
- Evaluate Training and Development efforts aimed at Front Office personnel and monitor results in order to increase productivity and performance goals.
- Monitor room sales, manage over-booking situation and develop plans to increase occupancy and average room rate through walk-ins and up- selling at the front desk.
- Ensure credit limits are maintained and that all credit cards are authorised.
- Ensure staff briefing in the Department are conducted before and after every shift.
- Review and analyse all the Front Office reports to ensure data accuracy and proper hotel positioning.
- Responsible for the reporting and investigation of accidents in the department and put in place corrective actions to eliminate or minimise the likelihood of recurrence.
- Ensure that all new employees are inducted and provided with all the required training manuals and resources to perform their role.
- Handling guest queries and feedback.
Job Requirements
- Hava good leadership skills
- Excellent customer service and interpersonal skills
- Able to work in fast-paced environment
- At least 3 years in similar position or equivalent capacity in Hotel Industry
