Job Description & Requirements
Job Description:
- 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 revenue, 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 behaviors.
- 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 behaviors by maintaining compliance with all required brand standards, behaviors, 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 the 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.
- Able to work on PH, weekends and rotation shift.
