Participate in the preparation of the annual departmental operating budget.
Monitor budget and control expenses with a focus on increasing productivity.
Analyse financials to drive revenues, future profitability, and maximum return on investment.
Assist in the hotel's revenue growth by leveraging on the company's systems & procedures.
Provide mentoring, coaching and regular feedback to help manage service performance
Ensure all team members are accurately trained and have the job-related tools and equipment required.
Promote one team approach and quality service through daily communication and coordination and drive employee engagement.
Develop programs that drive improvements in associate engagement and are aligned with the brand service behaviours.
Develop, implement and monitor team member succession planning to ensure future bench strength for PARKROYAL COLLECTION brand.
Establish performance and development goals for team members and provide mentoring, coaching and regular feedback to enhance performance.
Responsible for team training.
Respond to guest complaints and ensure corrective action to resolve their issues / concerns.
Carry out the special needs and requests of guests and repeat visitors.
Advise team members of deficiencies and instruct on corrective action. Provide retraining as needed.
Demonstrate Brand behaviours by maintaining compliance with all required brand standards, behaviours, hallmarks and license agreement mandates.
Drive improvement in guest satisfaction goals. Collaborate with hotel team members to establish and implement services and programs that meet or exceed guest expectations.
Make time to interact with guests, solicit feedback and build relationships.
Ensure the one team approach by assisting in all Reception tasks when required.
Accountable for the maintenance of Standard Operating Procedures (SOPs) in accordance with the Service level Standards.
Assist the IT shared services support in the PMS Maintenance, Configuration and Interface Management.
Ensure a safe and secure environment for guests, team members and hotel assets in compliance with hotel's or owner's policies and procedures and regulatory requirements.
Act responsibly when dealing with hotel revenue.
Any other duties as assigned by Supervisor
Job Requirement:
Diploma in Hospitality
Minimum of 2 years in Front Office reception in a similar capacity, preferably in a 5 star class environment.
Possess professional disposition with excellent interpersonal skills.
