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Work alongside guest contact staff ensuring the delivery of friendly and efficient guest service
Ensure adequate staffing on a shift-to-shift basis, re allocate manpower between sections when necessary
To ensure that all employees provide a courteous and professional service
Working closely with Front Office Staff regarding guest check in and check out
Greeting/bidding farewell VIPs and returning guest and attend promotional function when required by Management
Supervise the work and operation of the Front Office, ensure staff are executing their respective job tasks according to the pre-defined policy & procedure
Visit guest at the restaurant & for the guest?s area e.g. during cocktail hours to check out guest?s comments and concerns
Introduce hotel facilities and special services to guest while rooming
Coordinate with Housekeeping & Engineering department for any request from guest regarding maintenance and repair in guestroom
Ensure that all areas with under control are properly manned and must personally check and authorize all staff to ensure a proper coverage at all times and report unusual incident to Front Office Manager
Ensures that the established quality standard and a high level of work performance are maintained
Explains and reviews all emergency procedures
Handle dissatisfied guests to resolve complaints and identify and rectify any service shortfalls
Conduct inspections of all guest public areas i.e. show room, luggage store, life store, iStudio, Life shop, Pulse Fitness, SMART Centre , etc; ensure the cleanliness and tidiness and all operating equipment are well-maintained
Inspect rooms on a regular basis and report any defects to concern departments
Able to perform all subordinates? duties
? Handle our ?turnaways?
? Receives, investigates and handle queries or complaints from hotel guests, management, etc. and report them to the Front Office Manager
? Make personal visit to the guest when sick and offer assistance |
