Description
PRIMARY RESPONSIBILITIES: a.       Ensures Guest Satisfaction at all times·           Provide arrival and departure courtesies to VIP’s·           Handles guests concerns, takes necessary corrective action in a timely manner and provides appropriate recovery for issues raised·           Responsible for ensuring consistency in exceeding guest service expectations·           Review VIP arrivals to ensure preference are met and guests’ expectations are exceeded b.      Ensures the safety and security of all guests and colleagues through timely and effective application of emergency procedures·           Knowledgeable about all safety and emergency procedures·           Takes appropriate decisions to tract emergencies such as medial, fire, earthquakes and the likes·           Adheres to and promotes the Company’s Health and Safety policies to ensure a safe work environment·           Attends to hotel security service requirement during the shift c.       Manage the daily FO Operations·           Presence in the FO and lobby area at critical guest flow time·           Provides guidance and motivation to the Front Office team·           Establishes and communicate on a daily basis with the Front Office leaders·           Efficient and friendly arrivals / departures of guests·           Accuracy in link of reservations requirement to room allocation / guest needs·           Enuring that guest rooms are saleable and up to standard by doing inspection of all arrival rooms·           Full utilization of PMS to embrace guest experience·           Accurate and timely night audit function and reporting·           Effectively acts as liaison between FO department and the rest of hotel·           Responsible in balancing operational, administrative and colleague needs d.      Follow all Front Office Standard Operating Policies and Procedures·           Demonstrates that all Front Office Standard Operating Policies and Procedures are performed in all interactions·           Provides a warm welcome and assists guests’ according to Hotel standards·           Remains observant and responds to each Guest who approaches the Reception Desk·           Is an ambassador of the Hotel by providing an excellent first impression·           Trains new Guest Relations Associates·           Conducts daily briefing, training, coaching and controlling e.       Other responsibilities·           Seeks feedback on guest satisfaction and resolves problems in accordance with the Vision, Mission Statement and core value of colleague empowerment·           Deals promptly and effectively with any complaints·           Meets and Greets VIP’s·           Coordinates arrivals and departures·           Informs the receptionists / cashiers of new memos·           Check the days arrival and correspondence·           Drives Rate and Revenue through up-selling  room brand·           Monitors and closes Open Folio’s·           Regularly does the rounds to ensure all areas are kept clean and all equipment are in good working condition·           Checks the hotel staff if they are in proper and orderly appearance and behaviour·           Maintains and be guided of hotel policy on credit/loss and found hotel guests properties·           Prepares and submit all necessary reports to the General Manager and Controller including daily revenue of rooms, cost consumption of the hotel, occupancy, history and forecast of room revenue.  ·           Handles reservation channels 
Requirements
- Graduate of Hotel and Restaurant Management course or any related course.- Have experience in hotel operations- Willing to work on shifting schedule/weekend/holiday- Can start ASAP 








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