BASIC FUNCTION
- Supporting management team in delivering successful operations, achieving the hotel objectives and improving revenue profitability.
- Supervise duties for all Front Office associates.
- Ensure all associates provide excellent customer service at all times, and to make sure that customers are satisfied with the products or services the organization offers, and to deal with customer feedbacks.
- Accountable full responsibility for the entire hotel operations including Rooms, F&B and Security management in the absence of the General Manager and all other Senior Managers of the hotel.
DUTIES & RESPONSIBILITIES
Daily
- Responsible for all activities of the Front Office as well as other hotel activities relating to the effective and efficient operations and day-to-day running of the hotel.
- Familiarize with all room situations of the hotel and competitors, all room types and rates, promotions and new package plans.
- Awareness and monitoring closely of room situation, expected occupancy, VIP arrivals, forecast, promotions, banquet and conference events.
- Ensures accurate room assignment for VIP arrivals and/or any special arrangements.
- Conduct room inspections for VIP arrivals. Look out for defects and makes necessary reports to the respective departments.
- Checks on the event board for the day to ensure all signage of events are correctly displayed.
- Ensures proper log of all incidents pertaining to the hotel on daily basis for Management reporting with appropriate details and take necessary actions to avoid future recurrence.
- Assisting associates at the Front Desk/Bell Counter or any other areas/sections of the hotel whenever required.
- Check and supervise all Front Office associates on tasks that have been assigned to them and accord guidance whenever required.
- Authorize the acceptance of cheques, cash advance, rebates and refunds on the basis of procedures established.
- Check on housekeeping discrepancies (skip/sleep) reports and physically inspect or verify the discrepant status and execute necessary actions or follow-up.
- Co-ordinate closely with Security associates in the investigation of any irregular activities during the period of duty.
- Must possess confident caliber to handle emergencies and crisis situation.
- Withhold confidential information from the press or public with an aim to preserve and protect the Hotel's image and reputation after any occurrence of crisis. Ensures all questions from the press are politely and tactfully directed to the Marcom Manager.
- Maintain and ensures cleanliness and orderliness at the Front Desk and all areas of the lobby and public areas. Initiates corrective actions deemed necessary.
- Attends to all guests inquiries, feedback and compliments and attend to guests need promptly, efficiently and in a professional manner.
- Review Front Office policies and procedures and emergency action plans with the Assistant Front Office Manager/Senior Duty Managers to ensure contents are kept current and up to date.
- Handing over swiftly any outstanding items and issues encountered or anticipated to the next Duty Manager by clearly documenting them in the Duty Manager's Logbook when necessary.
- Conduct daily briefing and brainstorm to all associates.
- Perform other duties that assigned by the Management.
- Weekly - Assign and approve duty roster for all Front Office associates.
- Monthly - Attend monthly Front Office meeting and provide solution and open discussion during day-to-day operation.
- Yearly - Ensure Hotel Vision, Mission and Core Value are met and executed accordingly. Guide associates who in doubt.
Job Requirements:
Diploma or Degree in Hospitality, Hotel Management, or related field
Minimum of 2-3 years of Front Office experience candidates with experience as a Senior Front Office Executive ready to take on Duty Manager responsibilities are encouraged to apply
Skills & Competencies:
Strong leadership and supervisory skills able to guide and motivate Front Office associates
Excellent customer service orientation, with the ability to handle guest complaints and feedback professionally
Strong operational knowledge of hotel functions including Rooms, F&B, Security, and overall hotel operations
Ability to manage multiple tasks and responsibilities efficiently in a fast-paced environment
Good problem-solving, decision-making, and crisis management skills
Attention to detail and ability to maintain high standards of cleanliness, orderliness, and operational efficiency
Effective communication and interpersonal skills to liaise with team members, guests, and management
Awareness of occupational health, safety, and emergency procedures
Additional Requirements:
Confident and composed when handling emergencies or unexpected situations
Able to work shifts, weekends, and public holidays
Demonstrates professionalism, integrity, and the ability to maintain confidentiality
Strong initiative and willingness to take responsibility for hotel operations in the absence of senior management
