Job Description

Duties and Supporting Responsibilities: * Ensure a warm and genuine arrival and departure experience for all guests. * Ensure proper, efficient and profitable functioning of the Front Office, wh Duties and Supporting Responsibilities: Ensure a warm and genuine arrival and departure experience for all guests. Ensure proper, efficient and profitable functioning of the Front Office, which includes Reception, Guest Relations, Concierge, Oriental Club, Telephone and Business Centre. Ensure that all Guest Services Executives are groomed according to hotel standards. Maintain all department files and ensure that paperwork is kept to a minimum. Investigate complaints, address the department concerned and respond to guest. Raise accurate and detailed log entries for all incidents and occurrences in the hotel. Coordinate with Security with regards to any criminal acts or suspicious guest. Review the Daily Arrival Report for today and the following two days to ensure accuracy of information, history, services and amenities accorded. Serve as the Manager on Duty and available to guests at all times. Personally welcome guests in VIP guest, as well as repeat guests recognize and anticipate their individual needs Ensure that Legendary Quality Standards, policies and procedures of the Hotel are properly understood and followed through. Perform aspects of human resources and training functions, including coaching, counseling, training, disciplinary actions, etc., for Guest Services Executives. Ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of the team. Identify quality improvement trends and effectively communicate issue to the Front Office Manager. Handle guest complaints and comments relating to the department tactfully. Liaise with Concierge Manager, Reception Manager, Oriental Club Manager, and Telecommunications Manager to co-ordinate on staffing levels according to daily movements. Initiates new procedures to increase efficiency, productivity and maximum guest satisfaction. Identify training needs and implements effective training program. Train colleagues on new work processes, understanding of policies and procedures. Ensure effective communication via daily briefing, weekly update and monthly brainstorming within the department. Perform any other reasonable duties as required by the Front Office Manager. Requirements At least 3 years of working experience as a Duty Manager in hotel industry is required for this position. Willing to work rotationary shifts, weekends and public holidays.