Main Duties & Responsibilities
- Maintains smooth relationships between management and guests by performing such activities as:
- Attending to guest complaints, requests, enquires.
- Seeing to the accommodation and transportation of overflow guests in the event of full occupancy.
- Prepare and conduct a daily Front Office shift briefing.
- Coordinate the preparation of all staff services for arriving VIP's follow VIP Brand Standard according to all set department standards.
- Ensure that guest history and other concerns program file are kept up to date and up to standards.
- Ensure all guest complaints are dealt with immediately and followed up on according to the departments standards. Registered all complaints in the logbook.
- Ensure lobby area look tidy at all times, inspected whenever possible.
- Supervise the lobby area and Front Office area to ensure they are tidy at all times, and fire exits are not being obstructed. Report and follow up on any defects and technical faults in the public areas.
- Maximizing of room sales and revenue in the hotel, assist with the training of all Front Desk staff to ensure a high level of customer service is maintained.
- To work closely together with the Reservation Dept. in terms of origins of bookings, productivity of corporate companies.
- To welcome VIP guests upon their arrival and escort them up to their rooms and inform management about their arrival time, so that GM, RM or EAM can be present on time for greeting the guest.
- To regular inspect on all type of rooms and ensure that all equipment is in good working condition.
- To coordinate with Security the surveillance of the lobby and related areas at all times of the day and night.
- Ensure the Manager, Front Office and Senior Management is kept informed of all departments and guest feedback.
- Ensure consistently that high standards of presentation are maintained for both the department and personnel.
- Assist at the Front Desk during peak periods and/or replace the Supervisor when necessary.
- Supervise the day to day operation ensuring standards are adhered to and maintained for Front Desk area.
- To understand and follow through all the Amari Brand Standard that related to Front Office Department.
- Hold a pre-shift meeting with Front Office staff prior to reporting to station.
- Ensure all team members are aware of role and responsibilities and operate within their guidelines.
- Ensure that the daily room blocking are being met the requirement.
- To implement proper training program and control the training of the staff to top efficiency and in accordance with company policies.
- Ensure and facilitate departmental training modules, continually monitor, evaluate and revise training content to reflect changes in the process and address the needs identified by the associates.
- To be able to conduct a monthly departmental meeting.
- Properly handle all administrative work with regard to performance appraisals and terminations of staff.
- Able to perform the role of MOD in the event the need rises.
- Attend the morning meeting with all executives whenever needed or assigned by Manager, Front Office.
- Ensure departmental orientation is carried out for all new members of the Front Office Team.
- Active support Guest Ware program, ensure all guests experiencing a problem receive an appropriate response, any promised compensation is delivered and all guests receive appropriate follow up in a timely and professional manner.
- Have a thorough knowledge of hotel fire regulations and policy, accident reports, safety programs.
- Understand and adhere to budgeted wage and hour limitations for staff.
- Ensure all support areas are functioning correctly and communicate to staff.
- Establish goals and objectives to improve the department.
- Work closely with all departments to ensure all information are being transfer to all concerned.
- Compile departmental work schedules and Assist of Manager, Front Office in administration of the department.
- To be flexible with working hours as per demand of business and to follow instructions and assignments in any area within the Front Office.
Career Competencies
§ Goal Setting
o Sets challenging but achievable goals for self
§ Communication
o Communicates effectively with colleagues
o Can express a convincing argument to support views
§ Service Mindset
o Always puts the needs of the guest first
o Resolves guests concerns, seeking assistance where needed
§ Teamwork and Collaboration
o Works well with others - asks for help and offers support when needed
§ Process and Project Management
o Follows standard procedures and performs job efficiently
o Handles unexpected changes well
§ Problem Solving
o Can solve routine problems with little or no supervision
§ Management and Leadership
o Where appropriate, supervises the work of others well
o Takes full responsibility for final decisions
§ Mentoring and Coaching
o Actively coaches others
§ Change and Innovation
o Is calm and focused during times of change or uncertainty
o Comes up with ideas for improvement
§ Professional Development
o Always looks for opportunities to improve skills
§ Values
o Consistently acts in line with our core values
Core Values
§ Listen, Speak, Share
o I know what I know and understand by listening to others. I will learn so much more.
o I Share the knowledge and skills I have gained in my life to help others do better in their work.
§ Learn and Grow
o I am willing to ask for help.
o I am inspired by challenges and variety.
§ Create an Impact
o I work to delight the guest and provide excellent service.
o I am nimble and ready to change without delay.
§ Do what is right
o I feel pride in the achievements of others and celebrate good news.
o I Respect others.
§ Bring fun to work
o I have an infectious sense of fun.
o I am approachable and welcoming to all.
§ Never Give up
o I am persistent, determined and disciplined.
o I have can do attitude and look for solutions.
