POSITION SUMMARY:
- 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.
RESPONSIBILITIES:
- To discuss all matters that needed to follow up with the next shift Reception Manager.
- Assists in sending guest messages or faxes.
- Maintains and be guided of hotel policy on credit/lost and found hotel guests’ properties.
- Assists in VIP’s arrival departure in absence of guest relation officers.
- Approves and sign for allowances, rebates etc., as required by Front Office Cashier.
- Handles guest complaints and other related problems and reports on the Assistant Manager’s log book.
- Conducts and ensures the neat of appearance of front office attendant as well as correct attitude and behavior, discusses problems that encountered on this point with front office manager, assistant front office manager and their shift leaders.
- Assists in handling room lock problems.
- To responsible for front office operation during the absence of Front Office Manager (HO).
- Operates the front office computer system in order to assist front office attendants.
- Assigns and Approves Duty roster for all Front desk staffs.
- Co- ordinates with all departments concerned in order to maintain Front Office functions properly.
- Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behavior.
- Answers guests inquires, handles complaints and attend to the needs of the guests.
- Prepares and checks for VIP’s arrival and escorts guests to rooms.
- Assists reception, business centre, cashier, concierge and bell captain during they are busy.
- Follows up in credit check report, liaise with credit manager.
- Motivates and maintains good staff 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.
- Gives the instructions to the Night Reception, during the high occupancy periods, regarding: walk- in guests and release room blocked because of no- shows
- Greets the VIP guests of the hotel. As directed by the Front Office Manager, performs special services for VIP Guest’s.
- Checks group department, fit and ensure switchboard makes appropriate wake up calls.
- Be flexible with shifted- work job even Night shift if necessary.
- Authorizes charges to be made for late departures and/or compliments on them.
- Approves the working schedule for the front office attendants and submits them to front office manager (HO).
- Promotes and maintains good public relations.
