Job Description

To assist the Villa Service Manager in planning, organizing, directing and coordinating the associate and resources for efficient, well prepared and profitable service and ensuring the services in the villa are according to LHW standards.

1. To maximize revenues through pro-active action (up selling FO task)

2. To control and order the request of general and food stock

3. To be well trained on the check in and out process by using the guest credit card or cash

4. To establish and monitor cost and expense control systems and procedures to achieve budgeted operating results

1. To personally verify that villa guests are receiving the best possible service available at all times

2. To permanently check on standards of services

3. To be demanding and critical to service standards as well as hygiene standards

4. To constantly strive pleasing all guests that he/she may come into contact with

5. To ensure employees project professionalism and are well trained and provide friendly and efficient service at all times

6. To maintain an atmosphere of tranquillity at the area, never giving the impression that there is a problem

7. To be aware of the dietary requests of certain guest and handover this information to all the staff and chef

8. To constantly strive and please the guest with whom he/she may come into during working hours

9. To ensure thoughtful and attentive guest service with relaxed efficiency is offered

10. To meet up with guests during arrival and departure together with the team

11. To ensure data entry in Opera is accurate and all accounting procedures are adhered to according to established policies and procedures

12. To resolve and report all guest related complaints

13. To delegate authority and responsibilities to direct subordinates without relinquish ultimate responsibility for the operation

14. To coordinate with the Executive Chef in regards to guest requests and food preparations

15. To attend to guest complaints or issues, resolving matters as expediently as possible

1. To verify constantly that the physical product in all aspects is consistent with the department standards

2. To periodically inspect the individual villa to ensure cleanliness and well maintained standards

3. To ensure landscape beach and surrounding areas are well maintained

4. To ensure that policies and procedures in regards to staff appearance, hygiene and standards are enforced

1. To ensure that corporate, divisional and departmental policies and procedures are adhered to at all levels

2. To liaise closely with other departments and emphasizes on excellent inter-departmental relations considering other departmental procedures and policies

3. To delegate authority and responsibilities to direct subordinates

4. To conduct a daily briefing for all the staff

5. To ensure all staff have accomplished their side duties. Check butler pantries on cleanliness standards

6. To ensure proper manning for high season in place

7. To monitor food and beverage quality and portion control

8. To control usage of outlet supplies and equipment

9. To liaise with chef and DOFB on operational needs

10. To work closely with the sales team and culinary teams in terms of operations set ups

11. To attend GM cocktail party weekly and monitoring invitation for repeat guests, VIP guests and long stay guests

12. To act within his/her capacities. Must possess thorough knowledge with hotel emergency procedures

13. To be fully responsible for all emergency cases for the villa

14. To ensure the teams understand the business goals of the company's objective, departmental objective, average room rate occupancy and the forecast and budgets figure

1. To assist in the preparation of the annual business plan

2. To fully understand the market needs of house guest and local market, assisting in the development of product lines and services accordingly

3. To be constantly aware of new market trends and activities of competitors, ensuring that operations is always one step ahead of the competition

4. To entertain regular and potential clients and maintaining excellent guest relations

5. To update and inform staff of menus and prices

6. To create festive plan, implementing successful and creative events

7. To develop and monitor staff sales incentive programs ensuring staff meet their sales targets

8. To implement and utilize guest history program

1. To provide training to increase the knowledge of the staffs

2. To give subordinates frequent feedback on their performance and status of development and conducts annual appraisals

3. To exercise self-control, patience and is known for his fairness at all times

4. To maintain an "Open Door" policy

5. To project a positive and motivated attitude among his peers and employees at all times

6. To ensure that all areas of responsibility are properly staffed, supervised and operating smoothly

7. To be totally committed to training and showing concern about the training his employees received, visiting training sessions frequently

8. To assist the departmental trainer in their development and monitors their effectiveness in staff training

9. To ensure that all employees are fully conversant with the hotel's facilities and services

10. To ensure that all employee schedules are properly established and maintained

11. To ensure employees comply with grooming standard

1. To maintain all hotel records and forms as prescribed by established policies and procedures

2. To report the daily operation in log book for future reference

3. To ensure all attendance reports are submitted promptly and as per given deadlines

4. To schedule staffs according to the occupancy

5. To be able to meet given or agreed deadlines

6. To attend all briefings and meetings as requested and necessary

7. To be able to plan long term but at the same time to be able to react to sudden changes instantly

8. To ensure that guest history record is up-to-date at all times

9. To conduct briefings and meetings as per established policies

10. To understand and comply with local regulations and legislation

College degree/diploma preferably specializing in Hotel Management or equivalent is required

At least 3 years supervisor experience in a luxury and high end environment

Required ability to operate computer equipment/tools and related software/system. Requires reading, writing and oral proficiency in the English language.

approximately 6 on duty

Some travel may be required for training, conferences and special events

Minimum 5 days (48 hours per week). However, additional hours according to business needs are expected

Job Type: Full-time

Pay: RM4,500.00 - RM5,000.00 per month

Benefits:

Health insurance Meal provided Opportunities for promotion Parental leave Professional development
Work Location: In person