Duties and Responsibilities \xe2\x80\xa2 Report directly to the Front Office Manager and concurrently responsible to the General Manager on all matters of importance affecting guest services and general hotel operations. \xe2\x80\xa2 Has a very close working relationship with Front Office Manager. \xe2\x80\xa2 Co-ordinate and co-operate with all other departments as and when required and has a good working relationship with all Heads of Department and the Sales and Marketing team. \xe2\x80\xa2 Has a strong relationship and interaction with all hotel guests, visitors and members of the local community. \xe2\x80\xa2 Handle all levels of associates professionally. \xe2\x80\xa2 The Guest Service Manager should present himself/herself as a senior representative of managers in the handling of all guest requests and complaints concerning services affecting the hotel operations. \xe2\x80\xa2 Assist, help and supervise the Reception, Reservation, Call Centre and Sky Lounge \xe2\x80\xa2 Ensure there is a healthy and strong communication link between the various Front Office divisions and other departments. \xe2\x80\xa2 Is responsible for ensuring all guests are offered a faultless and speedy check-in, with the emphasis being that all guests are pre-registered and checked-in, in their respective rooms. \xe2\x80\xa2 Should assist and help when groups, incentive bookings, VIPs special guests or banquet guests arrive. Must ensure all facilities are ready to check on details of the arrangements and liaise with Front Office Manager or Assistant Director of Sales to meet guests if necessary. \xe2\x80\xa2 Should assist in checking VIP, regular guest and CIP (Commercially Important People) details, the accuracy of guest billings, credit policies and other visitation details. \xe2\x80\xa2 VIP, Regular guest & CIP : \xef\x83\x98 Ensures all arrangements are in order prior to their arrival. \xef\x83\x98 Welcomes and escorts them to their rooms as per the specified policy \xef\x83\x98 Ensures that all checkout arrangements are handled smoothly and gives personal attention upon departure. \xe2\x80\xa2 Should aim to check and assist the Guest Service Assistant and housekeeping Supervisors in spot-checking a few rooms at random and all suites or speciality rooms that are to be occupied on the day. \xe2\x80\xa2 Is responsible for maintaining a high quality standard of service offered and other guest service areas in the lobby. Should assist in these areas whenever necessary. \xe2\x80\xa2 Is well versed on the functions for the day and VIP movements, if any. Coordinates with Security and Concierge on manning deployment and special instructions i.e. lift movement, red carpet set up and etc. \xe2\x80\xa2 Reports directly to the Front Office Manager and concurrently to the General Manager regarding important information, problems, complaints and the relevant actions taken, on and on-going basis throughout the day. \xe2\x80\xa2 Is responsive and receptive to guest complaints, should analyse; and within the limitation set; make correct and quick decisions to ensure total guest satisfaction, whilst also protecting the hotel\xe2\x80\x99s property and revenues. \xe2\x80\xa2 Ensures briefings and shift handovers are carried out in a professional and regular manner. \xe2\x80\xa2 Schedules and regularly conducts routine inspections of all areas directly pertaining to hotel operations, closely scrutinising to ensure all minimum standards are met and exceeded. \xe2\x80\xa2 Co-ordinates with Security in the investigation of irregularities and stands witness to the breaking of safety deposit boxes and when necessary. \xe2\x80\xa2 Assists the Safety and Security Manager in conducting investigations as and when necessary. Assists in guest feedback. \xe2\x80\xa2 Is fully responsible for all emergency cases in the absence of the General Manager, Front Office Manager and Department Heads. Must be thoroughly knowledgeable with the hotel\xe2\x80\x99s emergency procedures. \xe2\x80\xa2 Ensures that all guest feedback is updated in PMS accurately and consistently. Does spot check on associate\xe2\x80\x99s updates. \xe2\x80\xa2 Shall take control over small emergency situation and exercise authority and retains confidentiality on cases at all times. \xe2\x80\xa2 Updates associates on room rate charges and sales & marketing programmes. \xe2\x80\xa2 Updates associates on rules and policies governing special promotions and that their production is tracked. \xe2\x80\xa2 Ensures that room rates, which have been updated by reservations, are followed. \xe2\x80\xa2 Must assist, to promote and up-sell inter-hotel sales and in-house facilities whenever possible. \xe2\x80\xa2 Is responsible to ensure all departments maintain appropriate standards of conduct, dress code, hygiene, uniform, appearance and posture according to the minimum standards set. \xe2\x80\xa2 Ensures superior grooming for Front of the house associates \xe2\x80\xa2 Responsible for ensuring all guest areas and public areas are maintained to maximum cleanliness and tidiness, and liaise with Engineering or Housekeeping on all arising matters regarding repairs, cleanliness or refreshing. \xe2\x80\xa2 Should at all times act as eyes and ears of Management, immediately relaying information and details. \xe2\x80\xa2 In the absence of other managers: \xef\x83\x98 Authorizes paid-out, rebates, cash advances, and cheque acceptance as per the established procedures. \xef\x83\x98 Authorises billing requests and grants credit arrangements in line with the hotels laid down policies. \xe2\x80\xa2 Co-ordinates all necessary action to be taken to ensure maximum possible great satisfaction within the prescribed procedures of the hotel. \xe2\x80\xa2 Performs other duties and special projects that may be assigned to him/her by the Management as and when deemed appropriate and necessary. \xe2\x80\xa2 To perform night shift duties. Is responsible for the entire hotel\xe2\x80\x99s operation in absence of the HOD and General Manager. Must be able to manage and monitor the associates movements and works closely with the Security Supervisor. \xe2\x80\xa2 Ensure the night audit process is carried out effectively by the Night Audit team and highlights any irregularities or discrepancies to the IT Executive \xe2\x80\xa2 Works closely with the Guest Service Assistant in ensuring correct data entry and checks and monitors their daily routine tasks, against their checklists. \xe2\x80\xa2 Effectively coaches and counsel associates as and when required. \xe2\x80\xa2 Conduct regular checks on associates general knowledge and on current hotel promotions and packages \xe2\x80\xa2 Is well versed with group arrival and departure pattern and requirements. Works closely with the team in ensuring a smooth operation. \xe2\x80\xa2 Checks the occupancy forecast for the month and oversees the 10 day forecast daily, for planning of manpower and liaises with the Front Office Manager on overbooking situations \xe2\x80\xa2 Effectively handle all \xe2\x80\x98walk out\xe2\x80\x9d guests during the overbooking and updates the Front Office Manager and Assistant Director of Sales on guest feedback. \xe2\x80\xa2 Each supervisor is held responsible for taking reasonable precautionary measures on safety and health procedures with respect to person, company property, products and services. \xe2\x80\xa2 Supervisory personnel should study and strictly observe all the safety regulations and safe working practices at respective departments and sections. \xe2\x80\xa2 To communicate and reinforce safety requirements and procedures are followed on specific job instructions. \xe2\x80\xa2 To ensure proper use of safe tools and equipment at all times. \xe2\x80\xa2 To take immediate remedial action to initiate corrective measures on unsafe conditional or environmental when deemed necessary. \xe2\x80\xa2 Is responsible for the general housekeeping for cleanliness and at the relevant respective departments/section safety operational process of which the supervisors are in-charge of the department/section. \xe2\x80\xa2 To adhere with the Quality Service Standard for all tasks specified at any one time. \xe2\x80\xa2 Is responsible for taking reasonable precautionary measures on safety and health procedures with respect to person, company property, products and services. \xe2\x80\xa2 To communicate and reinforce safety requirements and procedures are followed on specific job instructions. \xe2\x80\xa2 Good leadership skills. \xe2\x80\xa2 Assist in supervising the Front Office department in all section. \xe2\x80\xa2 Carries out responsibilities in accordance with the hotel\xe2\x80\x99s policy. \xe2\x80\xa2 Responsibilities include planning, assigning, delegating work, addressing complaints, grievances and resolving problems. \xe2\x80\xa2 Serve food and/or beverages to patrons; prepare and serve specialty dishes at tables as required \xe2\x80\xa2 Check with customers to ensure that they are enjoying their meals and take action to correct any problems \xe2\x80\xa2 Check food and beverage schedule if applicable. \xe2\x80\xa2 Remove dishes and glasses from tables or counters, and take them to kitchen for cleaning \xe2\x80\xa2 Clean tables and/or counters after patrons have finished dining \xe2\x80\xa2 Prepare hot, cold, and mixed drinks for patrons, and chill bottles of wine \xe2\x80\xa2 Prepare tables for meals, including setting up items such as linens, silverware, and glassware \xe2\x80\xa2 Ensure Sky Lounge and Multi Purpose Hall operations are in accordance to the SOP and Food Safety Principles.
8 KIA PENG SUITES IS A BRAND NEW SERVICED RESIDENCE IN KUALA LUMPUR.
SPM / O Level / SKM Level 1 / SKM Level 2 / SKM Level 3 or Equivalent