- Make appropriate suggestions and recommendations to FOM for general improvement of the resort services.
- Ensure the FO’s office and luggage room clean, neat, and bright.
- Act in the capacity of Night Manager.
- Ensure that all charges and payments are posted and conducted correctly, all guest account settled before departure and follow up and coordinate with Reservations and Finance on any outstanding balance/credit.
- Monitor villa type booking levels and ensure the appropriate allocation of villas for arrivals.
- Actively monitor guest feedback and review through Make It Right report or Revinate and act and respond in a timely manner following the guideline.
- Ensure lobby area clean, cozy, warm and smooth.
- Manage the villa inventory availability and allocate villas perfectly ensuring guests are accommodated to their preferences and requirements.
- Review arrival and departure information daily; VIPs, Groups, special requests/ events, etc.
- Ensure that all Front Office associates are motivated and trained in the correct method of Front Office service, assist with the maintenance of standards and procedures, training, and performance appraisals.
- Be knowledgeable of the resort’s emergency procedures regarding fire, evacuation, bomb threat, etc. as part of the Emergency Response Team.
- Coordinate luggage storage and delivery and collection.
- Maintain daily Front Office logbook and conduct informative briefing and handover to next shift.
- Check and review correspondence ensuring all the information is correctly input.
- Coach and inspire Front Office associates to achieve culture standards and core standards of Guest Assistant team.
- Inform FOM immediately of any serious emergency, security or health and safety matter.
-Act as FOM in his/her absence andattend meetings
- Inspect the villas allocated for VIPs and coordinate with Engineering, Housekeeping and F&B for any defect sand amenities setup.
- Assist and provide sought information to guests upon their arrival and departure at the lobby and during guest interaction.
- Focus on establishing relationships with Return and VIP guests, as well as focusing on their pre-arrival needs and preferences.
- Act as lead for arranging guest activities and itineraries, personalizing each guest stay.
- Ensure FO associates comply with all standards and operating procedures.
- Coordinate among all departments for seamless execution of service.
- Produce nightly reports.
- Monitor and maintain Guest Profile and Guest Profile Notes ensuring the top quality is maintained consistently.
- Complete Night Audit duties
- Ensure the accurate completion of the daily Night Audit in a timely fashion.
- Deal with problems and complaints and act immediately to restore guest satisfaction.
- Ensure all guest comments, preferences, and complaints are recorded and filed systematically on HMS.
- Manage and liaise with HR for Cadena at on a regular basis.
- Ensure all Front Desk tasks are complete in a timely manner and all procedures are followed.
- Ensure all brand standards are being followed by the Front Office team.
- Maintain a high level of product and service knowledge.
- Represents property management in resolving any guest or property related situation.
- Ensure all guest complaints are properly logged.
- Assist Front Office Supervisor, Guest Assistant when required, help check-in and check-out, etc.
- Schedule and roster to provide adequate coverage of shifts.
- As a departmental trainer who measures and training needs and conducts training for department.
- Coordinate Front Office operations during shift briefing including Front Office Supervisor, Guest Assistant, Bellman cum Buggy Driver, Driver ensuring guest service excellence.
- Ensure all checked out bookings are zero balance and follow up where required.
