Job Summary
To assist the Rooms Division Manager in overseeing the daily operations of the front desk or reception area, ensuring smooth and efficient service delivery to guests or clients. This role involves managing staff, handling guest interactions, and maintaining a clean and well-organised front office environment.
Job Responsibilities
Operations
- To be thoroughly familiar with all aspects of the Rooms Division Department and the hotel.
- To have complete knowledge of the local area and the competitor hotels.
- To be proficient with all the tasks of the front office and ensure all team members adhere to the prescribed standards.
- To supervise the day-to-day operations, ensuring set service standards are delivered and customer satisfaction is maintained.
- To assist and guide the team in resolving operational issues.
- To ensure team members are informed and communicate all corporate office instructions and policies, the hotel's promotions and prevailing room rates.
- To relieve any Rooms Division supervisory and Duty Manager positions.
- To ensure the front office meets all group bookings requirements.
- To respond to guests reviews timely manner.
Team Management
- To plan the duty roster to ensure that the appropriate staffing strength is maintained within the guidelines.
- To maintain accurate records of all leave types within the department.
- To plan monthly room division training and keep the records and training materials.
- To ensure all team members adhere to the prescribed grooming standards.
- To induct the new team members and assign a mentor to ensure the new team member settles in.
Finance and Revenue
- To ensure that in-house guests credit balances are in order.
- To ensure Permanent Master Accounts are settled promptly.
- To ensure the current budget is adhered to.
- To constantly review the expenses and make recommendations to control costs.
- To maximise revenue through upselling programs.
Others
- To maintain a highly visual presence in the main lobby.
- To review and revise, whenever necessary, the Standard Operating Procedures, manuals and materials.
- To assist with SEIBU PRINCE Global Rewards, increasing the number of new members signed up, the number of members returning, etc.
- To ensure all team members have been trained in the fire and emergency procedures and are fully aware of their responsibilities.
- To be proactive in making suggestions for improving the department and organisation.
- To carry out any other reasonable duties as requested by the Management.
Training and Development
- To conduct job coaching and training for team members.
- to assist with the performance management of the team members.
- To participate in any training programs as assigned by the Rooms Division Manager.
