General Responsibilities
Directs and coordinates the activities of the front desk, reservations, and guest services.
Consistently treats all guests and colleagues in a polite, helpful and courteous manner.
Ensures compliance with the departmental BRISOP.
Have an in-depth knowledge of our product and competitors.
Specific Responsibilities
Supervises all front office personnel and ensures completion of all front office duties.
To have complete knowledge of the operational systems at Front Office, Reservations, etc.
Responsible for maintenance of guest history database.
Maintains manning productivity, ensuring a smooth operation based on forecasted occupancy.
Establishes and maintains department organization, manning and productivity, ensuring a
smooth operation based on forecasted occupancy.
Resolves guest problems quickly, efficiently, and courteously.
Implements and manages training programmes for different sections.
Identifies career goals and guides employees in their career growth and development.
Responsible for conducting training for all staffs in the department
Conducts performance appraisals as instructed by EAM- Rooms on a regular basis.
Prepare monthly reports and budget for the front office department.
Drives customer delight and retention by being a role model in delighting guests in every
single interaction.
Actively obtains feedback from guests to improve services and facilities.
Develops and implements guest recognition programmes.
Establishes standards and conducts spot checks of internal controls and ensures compliance.
Prepares and submits budget and forecast for all sections.
Reviews departmental profit and loss performance.
Manages rooms inventory to maximize revenue.
Ensures the highest level of safety and security by facilitating effective training programmes that deliver a high degree of awareness amongst staff and guests.
Monitor high balance guest report and take appropriate action.
Ensure that staff, at all times are attentive, friendly, helpful and courteous to all guests and other employees.
Responsible for achieving a score of 90% in RENARD audit for the overall Front Office operations and take necessary action for the shortcomings for standard compliance.
- Ensures that the environmental initiatives are adhered to at the workplace and participates in community activities and programs.
