Job Summary – (Role Summary)
Tóm tắt công việc
• Supervises and assign duty roster for F/O attendant, Concierge, Bell Counter, Guest Relations and Business Centre. Responsible for VIP movement in the Hotel.
• Primarily responsible to ensure that Front Office shifts are run efficiently, providing outstanding guest service, assisting all Front Office staff and maintaining a calm, professional environment at all times.
Essential Duties and Responsibilities – (Key Activities of the role)
Yêu cầu và trách nhiệm công viêc:
• Answers guests inquires, handles complaints and attend to the needs of the guests.
• Greets the VIP guests of the hotel. As directed by the Front office Manager, Performs special services for VIP Guest’s.
• Assigns and Approves Duty roster for all Front desk staffs.
• Assists in handling room lock problems.
• Conducts and ensures the neat of appearance of front office attendant as well as correct attitude and behaviour, discusses problems that encountered on this point with front office manager, assistant front office manager and their shift leaders.
• Checks group department, fit and ensure switchboard makes appropriate wake up calls.
• Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
• Approves the working schedule for the front office attendants and submits them to front office manager (FOM).
• Gives the instructions to the Night Reception, during the high occupancy periods, regarding: walk- in guests and release room blocked because of no- shows
• Promotes inter- hotel sales and in- house facilities.
• Analyses and approves discounts and rebates.
• Fully conversant with all hotel emergency procedures.
• Follows up in credit check report, liaise with credit manager.
• Co- ordinates with all departments concerned in order to maintain Front Office functions properly.
• Assists reception, business centre, cashier, concierge and bell captain during they are busy.
• Provides input for Front Office meetings.
• Ensures front line staff complies with FIT marketing techniques and maximize sales.
• Handles guest complaints and other related problems and reports on the Assistant Manager’s log book.
• Authorises charges to be made for late departures and/or compliments on them.
• Maintains and be guided of hotel policy on credit/lost and found hotel guests properties.
• Analyses the rate variance report to ensure rooms revenue control
• Inspects front of house and back of house regularly for cleanliness.
• Takes action with the ERT (Emergency Response Team) in emergency situation.
• Perform any other duties which may be assigned by the management from time to time.
• To responsible for front office operation during the absence of Front Office Manager (HO).
• Assists in sending guest messages or faxes.
• Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behaviour.
• To discuss all matters that needed to follow up with the next shift Reception Manager.
• Approves and sign for allowances, rebates etc., as required by Front Office Cashier.
• Prepares and checks for VIP’s arrival and escorts guests to rooms.
• Assists in VIP’s arrival departure in absence of guest relation officers.
• Promotes and maintains good public relations.
• Checks on registration cards of arriving guests and ensures all information should be filled on each cards either by Guest Relation Officers or the guests.
• Operates the front office computer system in order to assist front office attendants.
• Checks billing instructions and monitors guest credit
• Motivates and maintains good staff relations.
