Career Opportunities

Responsibility

• Handle all guests complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily. Report daily occurrence and irregularities to the Front Office Manager.
• Ensure that shift briefings are conducted to disseminate guest and hotel related information, discuss outstanding issues, highlight guest special requests, etc. for all agents to take note at the start of the shift.
• Oversee the punctuality and appearance of all night shift Front Office agents, 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.
• Monitor guests are receiving the best possible service during check-in and check-out.
• Assist in greeting and checking-in VIP and Long Stay guests, ensure all guests are well taken care of  during their staying.
• Spend time in Front Office areas during peak periods to ensure that the area is managed well by the respective team.
• Maintain service standard and ensure hotel smooth operation during hotel full house situation.
• Maintain positive guest and colleague interactions with good working relationships.
• Resolve discrepant rooms immediately. Co-ordinate with the Credit Manager to review the credit rating of in-house guests to handle high balance.
• Lead Emergency Response Team to handle hotel emergency case such as fire alarm, bomb threat etc. and report to hotel management.
• Maintain an incident logbook of all pertinent and important events throughout the entire shift to keep a permanent record of all incidents for future reference and for handover to the next shift.
• Ensure the Night Audit process is carried out successfully. Check rate variance report every night.
• Patron hotel outlets from time to time, rectify any defects and record, report to management if necessary.
• Carry out any other reasonable duties and responsibilities as assigned.

Qualifications

• Minimum 3years’ college education or hospitality related qualifications.
• Minimum 3years of Front Office working experience in an international hotel environment and one year in Duty Manager Position.
• Good written and oral English proficiency, possess good interpersonal and guest contact skills, able to lead by example with leadership and motivating abilities, able to communicate well with all levels.