Job Description

Primary Responsibilities

Front Office Operations

• Attend daily operations meetings to collaborate closely with support departments on general administration and operational issues.

• Ensure Front Office employees report to work punctually and maintain a well-groomed appearance for each shift.

• Conduct daily briefings to ensure comprehensive communication of relevant information to team members.

• Facilitate communication of log entries by Duty Managers to ensure thorough follow-up actions on raised issues and concerns.

• Ensure the Front Office operates efficiently and effectively, strictly adhering to departmental standards and procedures.

• Collaborate with the Reservations Department during high-occupancy situations, recommending actions and monitoring closed-out dates for optimal occupancy and yield.

• Coordinate and make arrangements to handle overbooking and pledge relocations during full-house situations.

• Liaise with the Finance Department to ensure proper implementation of credit procedures.

• Analyze market trends, review rooming lists, and motivate Front Office employees to upsell rooms for higher yield and increased revenue.

• Coordinate and monitor major group movements for meetings and conferences, implementing action plans to cover all operational areas.

• Conduct courtesy calls to VIPs, long-stay guests, and corporate guests to obtain feedback and proactively address any lapses in service standards.

• Manage all guest correspondences and ensure prompt follow-ups.

• Oversee the daily room inventory and collaborate with Housekeeping to ensure that requested rooms are cleaned in accordance with arrival times.

• Conduct interviews, make selections, and recruit Front Office employees.

• Identify and nurture team members with potential for growth.

• Perform regular performance reviews with the team.

• Continuously monitor team members appearance, attitude, and level of professionalism.

• Develop comprehensive induction programs for new employees.

• Design, implement, and maintain all staff training programs, focusing on their developmental needs and providing new skills to meet evolving business requirements.

• Create weekly staff schedules considering expected business volume, operating budgets, and service standards.

• Prepare payroll and gratuity reports.

• Facilitate monthly departmental meetings to disseminate information to team members, gather feedback, address operational issues, and establish a regular platform for departmental communication.

• Possess comprehensive knowledge of all food and beverage services, outlets, and hotel services/features.

• Demonstrate proficiency in hotel fire, life safety, and emergency procedures.

• Attend all briefings, meetings, and training sessions as directed by management.

• Arrive punctually for duty, consistently wearing a clean and complete uniform.

• Uphold a high standard of personal appearance and hygiene consistently.

• Fulfill any other reasonable duties assigned by the Hotel Management.

• Holds a Diploma in Tourism & Hospitality Management.

• Has a minimum of 3 years of relevant experience in a similar capacity.

• Demonstrates excellent proficiency in reading, writing, and oral communication in the English language.

• Ability to speak additional languages and a basic understanding of local languages are advantageous.

• Possesses a good working knowledge of MS Excel, Word, and PowerPoint.

• Demonstrates strong leadership, interpersonal, and training skills.

• Exhibits effective communication and customer interaction capabilities.

• Oriented towards results and service, with an eye for details.

• Capable of multitasking and performing well in stressful and high-pressure situations.

• Functions effectively as both a team player and builder.

• Motivates and initiates actions independently as a self-starter.

• Maintains a well-presented and professionally groomed appearance consistently.

Agensi Pekerjaan Executive Recruiters Sdn Bhd