Job Description
Reporting to the Area General Manager overseas the day-to-day operations of the front office including Reception, Night Audit and Concierge. The incumbent shall ensure hotel guests receive high level of customer services. Job Descrptions To work in conjuction with the Area General Manager and staff, to achieve maximum occupancy, profitability, staff advanement and customer satisfaction Maintain the department costs within budgeted parameters. Review daily the night audit checklist and banking report, following up on any significant variances and disputes. Ensure effective control and planning,organizing, directing and controlling all aspects of the Front Office Department (guest registration, telephone services and concierge service). Manage staff-related issues, including performance management, counselling, employees' engagament, staff welfare and other HR matters. Evaluate Training and Development efforts aimed at Front Office personnel and monitor results in order to increase productivity and performance goals. Monitor room sales, manage over-booking situation and develop plans to increase occupancy and average room rate through walk-ins and up- selling at the front desk. Ensure credit limits are maintained and that all credit cards are authorised. Ensure staff briefing in the Department are conducted before and after every shift. Review and analyse all the Front Office reports to ensure data accuracy and proper hotel positioning. Responsible for the reporting and investigation of accidents in the department and put in place corrective actions to eliminate or minimise the likelihood of recurrence. Ensure that all new employees are inducted and provided with all the required training manuals and resources to perform their role. Handling guest queries and feedback. Job Requirements Hava good leadership skills Excellent customer service and interpersonal skills Able to work in fast-paced environment At least 3 years in similar position or equivalent capacity in Hot
