Job Summary –
• Represent the management and act on behalf especially in guest relations. Responsible for the smooth operation of the Front Office department at all time. Ensuring that highest level of efficiency and guest satisfaction are achieved whilst maximizing rooms and other related revenue.
Essential Duties and Responsibilities – (Key Activities)
Administrative Responsibilities
• Submits all guests / employees incident reports.
• Ensures information on restaurants, hotel facilities and other miscellaneous are updated on night report.
• Reports and records “Lost and Found” items.
Operations
• Familiarize self with all kind of emergency procedures and take command post until a hotel executive arrives and takes over during the emergency situations, such as e.g.
- Fire Precaution
- Evacuation
- Bomb / Threat Incident
- Undesirable Person
- Elevator Trap Incident
- Theft
- Blackout / Power Failure
- Injury / Accident of guest or associate
• Process the running night audit.
• Familiarize self with all front office policy and procedures.
• Maintain the cleanliness of public areas and guest behaviour and take the corrective actions if necessary.
• Handle guest’s complaint and special request tactfully, record down in internal log-book and copy to the department concerned for necessary action taken.
• Ensure the appropriate room assignment was given to the VIP guests.
• Arrange the appropriate amenities for guest who was not satisfied with the hotel service / facility or sick in hospital.
• Sort and review all incoming fax, email after office hours or during public holiday and take immediate response if necessary.
• Coordinate with security department and open the locked safe for in-house guest and checked-out room.
• Coordinates with Front Desk on voucher, billing instructions, deposits, rebates etc., to minimize bad debts, skippers, untraceable charges and allowance.
• Attend daily briefing / debriefing and any monthly meeting on time.
• Check guest balance, after night audit, and do proper hand over for follow up
• Prepare / save the necessary reports for the following days to review.
• Greet the VIP guest upon their arrival, check-in and escort to room. Bid farewell to them upon their departure from hotel.
• Record all delivery of cash and valuables and keep them until collection by guests / outsider.
• Conduct all floor patrol and entire hotel premises with security during overnight.
• Problem solving in all outlets in the absence of F&B executive.
• Handle guest’s sleep out, double-locked and unlocked as requested by guests.
• Keep valuable lost and found items if necessary and handover to next shift or HSKP department.
• Inspect rooms assigned to VIP guests and make sure those rooms are in good condition with amenities prior to guests arrival.
• Acquaint with the rate structure, room categories, F&B outlets and all kind of facilities that provide in the hotel.
• Offer assistance to all sections at front office and supervise the lobby activities when the traffic is busy.
• Review the daily event board in regards of the hotel catering activities.
• Record and handle the turn away guests and arrange an alternative accommodation when the hotel is fully booked.
• Review the guest in-house rate, check flash report, room analysis report etc., assure all figures are accurate before circulating to executive committee member in the morning.
• Carries out any other reasonable duties and responsibilities as assigned.
• Review all folios for VIP guests a night prior their departure as to avoid any irregular item was posted.
• Authority:
- Make changes in existing duty roster to suit operations needs with final approval from Assistant Manager Front Office or Front Office Manager.
- Extend complimentary courtesies such as fruit basket, pralines, room upgrade to next category late check-out, early check –in, welcome drink, etc. while handling guest complaint. (Refer Delegation Authority Guidelines).
- Take disciplinary action staff as and when required.
- Authorized signatory for rebate and allowance, paid out.
Personnel
• Assist to develop the skills and effectiveness of all Front Office associates through the appropriate training, coaching, and/or mentoring.
• Encourages associates to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.
• Assists to ensure the punctuality and appearance of all Front Desk associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
• Assists in the planning and implementation of effective training program for all Front Office associates in coordination with the Departmental Trainers.
• Assists to prepare and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators.
• Supports Departmental Trainers through ongoing feedback and assistance at monthly meetings.
• Ensures that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
Others
• Attends and contributes to all training sessions and meetings as required.
• Carries out any other reasonable duties and responsibilities as assigned.
• Ensures high standards of personal presentation and grooming.
• Maintains strong, professional relationship with relevant representatives from competitor hotels, business partners, other organization, travel agencies, local business groups and airlines.
• Reads the hotel&039;s Employee Handbook and have an understanding of and adhere to the hotel&039;s rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.
• Exercises responsible management and behaviour at all times and positively representing the hotel management team and Hoian Hotel and Suite Hospitality.
Other standard responsibilities
• Is a “brand ambassador” at all times and ensures brand integrity and clarity are always maintained.
• Develops and updates policies and manuals, as related to the division/department, for implementation in the field, while ensuring compliance to the same for consistency across the group.
• Works within all pre-set budgetary limits.
• Complies with the company policies.
• Models the company’s culture, vision, mission and core values at all times.
• Actively participates in and leads recruitment and talent development for the division/department, to meet both current and future needs
• Takes on other tasks in addition of the ones stated, in a reasonable framework.
Others
• While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.
