Job Summary:
To look after the front office service and ensure rooms allocation of new and existing customers in line with client bookings.

Job Qualification:

• Bachelor Degree/Diploma in Hotel Management and Equivalent
• 5-6 years’ experience in Managerial Position and Hotel industry
• Communication and Interpersonal Skills
• French Speaking as added advantage
• Leadership Skills

Job Responsibilities:

Relations Management

• Ensure Concierge & Drivers pick up guests at the airport based on reservations list
• Welcome guests upon arrival and ensure information about the hotel is communicated to them.
• Communicate with clients during their stay to get feedback on the hotel.
• During parties and/or events, ensure the Public Relations Officer communicates to guests through memos in their rooms.
• Read and respond to client emails and agencies with regards to unsatisfied clients.
• Receive feedback and complaints about billing (e.g. exchange rates not updated).
• Confirm with the Reservations, the Sales and the Finance Department regarding the amount to be refunded to the client

Front Office Management

• Receive previous day feedback from Night Receptionist.
• Review daily planning and make adjustments as and when required.
• Plan and review the monthly roster as and when required.
• Attend morning Management meetings to receive and provide updates on hotel operations and exchange any guest related information.
• Perform daily infrastructure checks in the common areas of the hotel to identify maintenance issues and liaise with Maintenance and Housekeeping departments for the maintenance work to be effected.
• Supervise the reception operations and provide assistance and guidance to ensure smooth operations.

Accommodation Management

• Allocate rooms based on guest list provided by Reservations department.
• Attend to clients who are unhappy about their rooms by re-allocating or upgrading them.
• During high season or in cases of over-booking, re-allocate rooms to staff.
• Perform key inventories and effect purchases as and when required.

Team Management

• Conduct daily briefings with team to ensure effective communication with team.
• Check attendance and work plan & assign daily tasks for staff.
• Conduct information induction with new employees within the department.
• Manage performance of team within the department and report any major performance issues to the Departmental Executive.
• Update the monthly roster planning on a daily basis according to the changes in the staffing
• Receive local leave requests and validate.
• Provide on the job training to unexperienced staff

Guest Relation/Service

• To supervise the Guest Relations team, maintain regular contact with frequent guests and all important guests of the Hotel, managing guest complaints/feedback.
• Along with the Guest Relations team, to ensure that the guests have been offered a friendly, efficient service at all times/in all departments, taking account of the established service standard and management guidelines.

Problem Solving

• When faced with difficult customers, this position has the authority to upgrade the client or provide a free or discounted lunch from the hotel.

Key Relationship

• I. Internal
• Reservation: Daily, for guest list
• Restaurant: As and when required, in cases of unsatisfied guests or for bookings
• Housekeeping & Maintenance: As and when required, rooms planning for maintenance interventions
• II. External
• Guest: Daily, Welcome, gathering feedback, providing information
• Tour Operators: Daily, guest reservations, information
• Banking: As and when required, in cases of refund or issues with the credit card
• Supplier: As and when required, purchases for kids club events