Job Description

Administration \xef\x82\xa7 Oversees and assists in the preparation and updates of the Front Office Departmental Operations Manual. \xef\x82\xa7 Conducts regular communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary. \xef\x82\xa7 Represents the Rooms function on the Resort\'s in the absence of the Director of Rooms Customer Service \xef\x82\xa7 Ensures that all Front Office / Guest Service Centre / Recreation employees deliver the brand promise and provide exceptional guest service at all times. \xef\x82\xa7 Ensures that Front Office / Guest Service Centre / Recreation employees also provide excellent service to internal customers as appropriate. \xef\x82\xa7 Assists in greeting and checking-in VIP and Long Stay guests, ensures that they are met by an Assistant Manager. \xef\x82\xa7 Ensures that all Front Office / Guest Service Centre / Recreation employees are aware of current promotions, policies and other important information. \xef\x82\xa7 Ensures that all Front Office / Guest Service Centre / Recreation employees are familiar with the Resort\xe2\x80\x99s products and services. \xef\x82\xa7 Implements consistent guest recognition programmes and maintains a relevant guest history database. \xef\x82\xa7 Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily. Customer Service (continued) \xef\x82\xa7 Maintains positive guest and colleague interactions with good working relationships. \xef\x82\xa7 Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out. \xef\x82\xa7 Spends time in Front Office during peak periods to ensure that both areas are managed well by the respective team and delivers the brand promise. \xef\x82\xa7 Ensures that guest history records are accurately maintained and all repeat guests are pre-registered. \xef\x82\xa7 Ensures Rooms Division meets the Resort\xe2\x80\x99s targets. Financial \xef\x82\xa7 Maximises associate productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests. \xef\x82\xa7 Ensures that the Front Office operates with the lowest possible cost structure while also delivering on the brand promise to the guest, proactively managing costs based on key performance indicators. \xef\x82\xa7 Maximises rooms\xe2\x80\x99 sales and revenues for the Resort through appropriate yield management, upselling and inventory management initiatives, working closely with the relevant Heads of Department and Front Office / Guest Service Centre / Recreation employees. \xef\x82\xa7 Assists in monthly reforecast, as appropriate. \xef\x82\xa7 Assists in the preparation of the Annual Business Plan. \xef\x82\xa7 Ensures that all Resort, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information. Marketing \xef\x82\xa7 Assists in weekly yield and revenue management meetings, as necessary. \xef\x82\xa7 Assists in the preparation, utilisation and update of an annual Marketing Plan. Operational \xef\x82\xa7 Monitors rooms\xe2\x80\x99 standards in general, working through the respective Head of Department to take corrective action where necessary. \xef\x82\xa7 Conducts frequent and thorough inspections of guest rooms and rooms areas in general together with the Housekeeping Manager and other Assistant Managers - Front Office. \xef\x82\xa7 Ensures the strict control of room keys. \xef\x82\xa7 Assists in securing external guest accommodation in overbooking situations. \xef\x82\xa7 Ensures that public areas are clean and up to standard. \xef\x82\xa7 Ensures that all daily arrival V.I.P. rooms, special request rooms, and long stay guest rooms are pre-blocked in advance, that Housekeeping is notified and that each room is prepared with the appropriate welcome amenities. Operational (continued) \xef\x82\xa7 Ensures that all V.I.P. and long stay guests are met on arrival by an Assistant Manager. \xef\x82\xa7 Works closely with the Housekeeping and Engineering Departments to block rooms as necessary for maintenance. \xef\x82\xa7 Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate. \xef\x82\xa7 Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the Resort and the satisfaction of Resort guests. \xef\x82\xa7 Ensures that the Front Office / Guest Service Centre / Recreation employees work in a supportive and flexible manner with other departments. \xef\x82\xa7 Ensures that all guest details are entered correctly in accordance with the principles of clean data. Personnel \xef\x82\xa7 Recruits and selects all Front Office / Guest Service Centre / Recreation employees. To follow Resort guidelines when recruiting and use a competency-based approach to selecting employees. \xef\x82\xa7 Oversees the punctuality and appearance of all Front Office / Guest Service Centre / Recreation employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the Resort and department\xe2\x80\x99s grooming standards. \xef\x82\xa7 Plans and implements effective learning programmes for all Front Office / Guest Service Centre / Recreation employees in coordination with the Assistant Manager \xe2\x80\x93 Learning and Service Coaches \xef\x82\xa7 Supports Service Coaches through on-going feedback and assistance at monthly meetings. \xef\x82\xa7 Develops the skills and effectiveness of all Front Office / Guest Service Centre / Recreation employees through the appropriate learning, coaching, and/or mentoring. \xef\x82\xa7 Demonstrates the behaviours in accordance to Hyatt\xe2\x80\x99s Leadership Profile. \xef\x82\xa7 Prepares and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators. \xef\x82\xa7 Encourages employees to be creative and innovative, challenging and recognising them for their contribution to the success of the operation. \xef\x82\xa7 Ensures that employees have a complete understanding of and adhere to associate rules and regulations. \xef\x82\xa7 Ensures that employees follow all Resort, company and local rules, policies and regulations relating to fire and hazard safety, and security. \xef\x82\xa7 Feedbacks the results of the Colleague Experience Survey and ensures that the relevant action plans are implemented. Other Duties \xef\x82\xa7 Is knowledgeable in statutory legislation in associate and industrial relations. \xef\x82\xa7 Ensures high standards of personal presentation and grooming. \xef\x82\xa7 Maintains strong, professional relationships with the relevant representatives from competitor hotels and other organisations, including tour operators and local travel agents. \xef\x82\xa7 Exercises responsible management and behaviour at all times and positively representing the Resort management team. \xef\x82\xa7 Responds to changes in the Rooms function as dictated by the industry, company and hotel. \xef\x82\xa7 Reads the Resort\'s Employee Guide and have an understanding of and adhere to the Resort\'s rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety. \xef\x82\xa7 Attends learning sessions and meetings as and when required. \xef\x82\xa7 Carries out any other reasonable duties and responsibilities as assigned. I have read this and fully understand and agree to follow the outlined duties above.
Mangala Resort & Spa is a five star resort which build on 60-acre contemporary former surface mining land that is now amazingly rehabilitated and full of greenery comprising various plants and trees, including palm oil and fruits. The resort is inspired by a sense of well-being offered in the natural surroundings and the activities available onsite. Guest will enjoy recreational activities in the surrounding oil palm plantation, native fruit orchards, lake and river. The location also offers endless opportunities for study, interaction and visual experiences in the enviroment. Mangala Resort and Spa has been awarded as Winner of the FIABIC Mlaysia Property Award 2019 for Resort Category, World Gold Winner of FIABCI World Prix d\xe2\x80\x99Excellence Award 2018 for Enviromental Category, Winner of the FIABCI Malaysia Property Award Year 2017 for the Enviromental Category and is affiliated with Small Luxury Hotels of the World. Mangala Resort and Spa has exclusive 67 luxury villa ehich divided into 5 types of villa such as Sara Villa, Jala Villa, Vana Villa, Amani Villa and Bungalow. We are inviting young, energetic and talented candidates to experience a unique worling enviroment in the Resort.
Bachelor\'s or Equivalent