Operational Oversight: Responsible for ensuring the proper, efficient, and profitable functioning of the Hotel.
Team Supervision: Supervise sections in the Front Office, including reception, cashier, telephone, reservation, and baggage services. Monitor staff members conduct and job performance and project a positive corporate image to guests.
Guest Service: Provide prompt, courteous, and efficient service to guests and handle guest complaints with tact and diplomacy. Assist in guest check-ins and check-outs.
VIP Management: Assist in inspecting rooms assigned to VIPs before their arrival, escort VIPs to their rooms, and ensure complimentary amenities are provided. Inform relevant departments about VIPs arrival.
Administrative Duties: Check the Logbook for messages and follow-up actions at the beginning of each shift. Issue keys to authorized personnel only and initiate correspondence regarding enquiries, reservations, and complaints.
Reporting & Coordination: Monitor housekeeping discrepancy reports and take corrective actions when necessary.
Security & Safety: Handle security-related matters, such as directing guests reporting incidents or theft and addressing guest conduct issues with the Security Department.
Financial Duties: Maintain the cash float amount according to expected occupancy. Authorize rate and room changes, paid outs, cash advances, and acceptance of cheques following procedures and credit policies.
Staff Development: Take charge of training all reception staff members, including planning, organizing, and conducting on-the-job training.
Outlet Supervision: Conduct spot checks on outlets in the absence of the Outlet Manager.
Revenue Optimization: Monitor room inventory closely to maximize room utilization and generate higher revenue. Collaborate with Sales to optimize revenue and occupancy from group allotments.
Emergency Response: Take on the responsibility of evacuating staff members and guests during a fire in the absence of the Safety & Fire Manager. Attend CERT training as required by law and regulations.
General Support: Perform any other duties assigned by supervisors, carrying them out diligently and professionally.
Requirements
Education: Minimum Diploma in Hospitality, Tourism, or related field.
Experience: At least 2–3 years of Front Office or supervisory experience in the hotel industry.
Technical Skills: Proficient in Opera PMS or other hotel management systems.
Certifications: Hospitality certifications (e.g., CERT, service excellence, leadership, or operations) are an advantage.
Soft Skills: Strong leadership, communication, and problem-solving skills.
Aptitude: Service-oriented with the ability to handle guest feedback and operational issues effectively.
Professionalism: Well-groomed and professional in appearance and demeanor.
Flexibility: Willing to work rotating shifts, weekends, and public holidays.
