Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations
Provides functional assistance and direction to all departments
Cooperates, coordinates and communicates with other hotel departments as required
Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
Responds to guest needs and resolves related problems maintaining record for management
Supervises and directs Reception personnel
Supports and assists Front Office personnel and all departments at peak periods
Ensures VIPs and all Le Club members receive special attention
Monitors appropriate standards of conduct, uniform, hygiene and appearance of staff
Analyses and approves discounts and rebates according to the hotel policy and with prior approval of Front Office Manager
Ensures system Back-up save is done daily as scheduled and maintain a record
Ensures all sections are covered as per their departmental roasters
Ensure all outlets are sticking to the operation opening and closing hours (Breakfast, Fitness center, meetings or wedding functions)
Conduct inspections of front of house and back of house during shift, including Front Office, Housekeeping, Lobby, Food and Beverage Outlets, Public Areas, Car Parking, guest floors and to make sure of the cleanliness of all areas, unnecessary lights to be switched off, all guest room doors are closed
Meet and Greet VIPs and handle all Complaints
Ensure working of all Front Office Policies and Procedures
Ensure effective shift hand-over
Be knowledgeable of Front Office systems and know back up procedures and system recovery procedures
Efficient check in and check out process
Review and monitor early morning wake up calls procedures
Effective management of incoming and outgoing calls
Maintain current Hotel information
Provide information on memberships
Monitors and supervises all hotel ambassadors (Duties, schedules, grooming and hygiene)
