Job Summary – (Role Summary)
Tóm tắt công việc
• Primarily supervises front office team members to ensure efficient and smooth operations for producing excellent feedbacks and guest satisfaction. Responds in a professional and courteous manner to guests by providing accurate and timely information and services.
• Responsible for the operational efficiency of all front office areas during shift and the service delivery of those areas. Provide timely and professional check- in/check- out services in accordance with established scripting and standards.
Essential Duties and Responsibilities – (Key Activities of the role)
Yêu cầu và trách nhiệm công viêc:
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Build strong relationships and liaise with all other department&039;s especially housekeeping, reservations etc.
• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
• Responds to telephone and in- person inquiries regarding reservations, hotel information and guest concerns.
• Supervise daily shift process ensuring all team members adhere to standard operating procedures.
• Ensure Outstanding customer care at all times.
• Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
• Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
• Takes responsibility in the absence of the Duty Manager /Front office manager
• Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake- up calls, enabling DND (Do Not Disturb) and paging for in- house guests.
• Performs other duties as assigned, requested or deemed necessary by management.
• Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Assist all departments in servicing the guests during high volume periods.
• Maintains a friendly, cheerful and courteous demeanour at all times.
• Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.
• Cross Check all billing instructions are correctly updated
• Ensure Front office log book and hotel log book is always updated and actioned upon.
• Allocate rooms to expected arrivals after checking the guests preferences and special requests.
• As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team.
• Adhere to company credit limit / floor limit policies.
• Supervise cashiering activities during shift including:
Prepare reports
Cash handling and banking procedure
Carry out debtor control
Dealing with irregular payments
Instructing staff in credit policies and facilities
Instructing staff in cash security procedures
Supervise the cashiering system
• Perform any other duties which may be assigned by the management from time to time.
