Job Description

At Shangri-la Hotels & Resorts, we are a heart-warming family. We share something powerful \xe2\x80\x93 our genuine care and respect for others. Our strength lies beyond our harmonious surroundings and hideaway locations. It lies in our core values that guide us to treat each and everyone with honour, as kin, as family. We strive to be the preferred employer by providing great benefits, tranquil and sincere working environment, work-life balance and effort recognitions.

Located at the heart of the Kuala Lumpur city Centre, Traders Hotel by Shangri-la is looking for a Assistant Front Office Manager.

As Assistant Front Office Manager we rely on you:
Under the general guidance of the Front Office Manager, the Assistant Front Office Manager is responsible for the general administration and profitability of the operation of the Front Office department, including Front Desk, Concierge, Service Centre, Guest Relations, Traders Club, Business Center and Guest Service Center.
Attends operations briefing and highlights important points from the daily VIP arrival list, occupancy forecast, causes for variance in reservations forecast and previous days\xe2\x80\x99 occupancy against forecast.
Conducts daily briefing for section supervisors, highlights VIP arrivals, reviews meetings and banquet functions for the day, reviews positive and negative guest comments received, informs colleague on room status situation.
Disseminates information received from other department heads during the operations briefing.
Attends P&L meetings. Checks P&L for variances on the following and establishes reason for variance:
Labor Cost
Complimentary Gifts and Services
Traders Club Expenses
Printing & Stationery
Telephone, Telex and Postage
Reservations Service
TV and movie
Revenue tax and license
Miscellaneous/Decorations
Conducts Front Office meetings on a regular basis. Highlights observations in service areas for further improvement.
Resolves conflicts and/or problems existing in the department.
Obtains employee feedback on operational matters as well as other matters affecting their employment with the Hotel.
Relays relevant feedback to appropriate department for action.
Prepares annual budget and CAPEX for the department.
Commences revenue budget preparation as per budget schedule.
Reviews previous year\xe2\x80\x99s budget and actual results, month by month, and determines degree of variance.
Finds out if there are special events during the budget year, and forecasts expenses entailed.
Reviews current costs.
Adds in price increase and factors likely to affect costs.
Provides HRD with forecasted headcount monthly, for use in labor cost forecasting.
Ensures effective and efficient implementation of Front Office policies and procedures.
Reviews all applicable policies and procedures to ensure familiarity with content as well as updates;
Regularly communicates policies to colleague;
Documents necessary updates, where none exists;
Updates FO manuals, as may be needed.
Oversees the implementation of the FL15 and BITe (for club lounge) Core Project Team to keep track of guest satisfaction levels, and ensures reportorial requirements are strictly adhered to per program guidelines.
Assists the Front Office Manager in overseeing and drive the implementation of the Shangri-La Circle Program to ensure adherence to program guidelines and achievement of set goals.
Ensures all other Hotel programs related to customer relations and revenue generation are successfully implemented in the Front Office area.
Is responsible for the proper functioning of the Front Office which includes Front Desk, Concierge, Trader\xe2\x80\x99s Club, Business Centre and Service Centre.
Ensures Maximum sale of rooms at highest possible rates daily.
Sets up manning standard of the Front Office.
Ensures that the established quality standard and a high level of work performance are maintained.
Ensures that standards, policies, procedures are clearly understood and followed through.
Motivates and ensures colleague perform to the high service level required, maximizing total customer satisfaction.
Makes certain that all section personnel are well-groomed at all times.
Coordinates teamwork with other departments.
Verifies morning Statistics Report.
Verifies overtime claims, medical leave and other leave applications.
Reviews future reservations/ occupancies with the Reservations Manager to maximize rooms\xe2\x80\x99 yield.
Prepares budget for sections reporting to him/her.
Submits proposals on capital improvements for sections reporting to him/her.
Develop training programs for his/her department.
Gives guidance to colleague in their professional development so as to prepare them for advancement opportunities.
Interacts with guests regularly to obtain feedback on ways to improve the hotel\xe2\x80\x99s services and facilities.
Oversees and assists the Front Desk during heavy check-in and check-out.
Analyzes the room nights for trends, in comparison with the latest Manager\xe2\x80\x99s reports.
Analyzes figures for reservations on hand to determine whether projections are too high or too low.
Uses pick up occupancy report as guide to determine a more accurate forecast.
Reviews events which might effect an increase in certain segments; implements agreed strategies.
Prepares rationale for strategies and submits to the Director of Operations for approval.
Projects expenses for the next 3 months.
Conducts recruitment interviews.
Discuss training priorities with section heads, drafts/reviews training schedules for the month and authorizes activities.
Coordinates with the Learning and Development Team in all matters pertaining to colleague\xe2\x80\x99s training and development.
Personally conducts/facilitates training activities in accordance with established targets.
Ensures the successful implementation of succession program in Front Office department.
Implements appropriate scheduling and duty roster management to ensure colleague on duty at any given time corresponds with expected business volume.
Proactively looks for ways to maximize the department\xe2\x80\x99s output without compromising standards.
Effectively manages colleagues annual leave and ensure proper planning to avoid high accumulation balances.
Sets performance targets for all colleague at the start of the performance period.
Monitors colleague performance all throughout, ensures documentation of both positive and negative performance indicators in preparation for the formal performance review.
Conducts appraisal sessions for supervised colleague and formally documents performance for the period using official forms, following authorized procedures and observing set timelines as disseminated by the Human Resources Division.
Ensures that the colleague adhere to the rules and regulations of the Hotel.
Regularly walks around the Lobby to establish rapport with guests.
Enhances customer service quality to differentiate us from our competitors.
Acts on guest concerns immediately.
Encourages front liners to be proactive when it comes to customer needs.
Meets VIP arrivals.
Ensures the attainment of occupancy, ATR and revenue targets so as to achieve maximum room yield.
Determines and supervises rate structure for daily pickup guests to maintain forecasted average rate.
Establishes and oversees strict adherence to the key control procedures of the Vingcard System.
Immediately reports and turns over lost and found articles to Housekeeping office, following required procedures at all times.
Possesses full knowledge of emergency procedures.
Ensures that all colleague are aware of emergency procedures at all times.
Attends scheduled employee training and periodic reviews on departmental responsibilities in case of emergencies.
Being part of the Emergency Response Team (ERT) member in the hotel when the need arises.
Ensures that all colleague are aware of guidelines governing complaints handling.
Reviews the Delegation of Authority Matrix from time to time to ensures it stays relevant and timely.
Performs other duties as may be required by management from time to time.
Oversees and ensures proper maintenance of equipment in the area of assignment.
Oversees and ensures timely reporting of malfunction or maintenance deficiencies to appropriate area.

Fully understand and complies with the Universal and Divisional Core Practices and Quality Standards.

Adheres to the provisions outlined in the Employee Handbook, Disciplinary Code and Rules & Regulations.
Reduces waste materials and supplies by adhering to the Company\xe2\x80\x99s guidelines on re-using and re-cycling.
Implements the identified Best Practices in your work area.
Participates actively in the monitoring and planning for the continual improvement of the Hotel\xe2\x80\x99s ESG.
Maintains the highest standard of professionalism, ethics and attitude towards clients and colleagues.

We are looking for someone who;

Minimum 2 years experience as a Duty Manager in an international class hotel
Minimum graduated from college
Result driven and proactive in approach
Sensitive to guest and team member\xe2\x80\x99s needs
Can be a positive role model
Oral and written proficiency in English and Bahasa Malaysia
Equipped with Sales and Financial Knowledge
Equipped with effective training skills
Due to work permit restrictions, only citizens of Malaysia and Permanent Residents of Malaysia shall be considered.