Job Description

Main Duties: Section A: 1) Ensures that thoughtful and attentive guest service with relaxed efficiency is offered. 2) Ensures complete responsiveness to the desires of our guests. 3) Ultimate responsibility in driving all guest reviews especially TripAdvisor. 4) Plays an active supporting role in the Guest Experience Committee in driving excellent Guest experience. 5) Ensures that image and grooming standards are reinforced and that associates come to work correctly attired with nametags. 6) Updates associates on room rate changes and all Sales & Marketing programmes. 7) Updates associates on rules and policies governing special promotions and that their production is tracked. 8) Ensures that room rates, which have been updated in the OPERA system, are followed. 9) Ensures that associates understand the business goals of the hotel industry average rate, occupancy and profitability of the division. 10) Reviews the daily room revenue report and monitors rate changes and adjustments. 11) Ensure that all Front Office personnel are trained accordingly and the level of standard is met to the desired level. 12) Ensures that associates promote hotel facilities and services and that all associates have knowledge of menus, promotions etc. in Food & Beverage. 13) Ensures that Rooms profit is maintained through maximization of Yield and control of expenses. 14) Monitors the cleanliness of the front of the hotel, Lobby area, the front desk and back offices. 15) Works closely with the Finance to ensure compliance with accounting procedures and cash handling policies. 16) Maintains the integrity of the computer system and computer hardware in cooperation with the IT Department. 17) Ensures that guests are treated with superior service through check-in and check-out procedures. 18) Ensures that guest\xe2\x80\x99s requests are followed up on and guest history is updated. 19) Resolves and reports all guest problems and complaints at the daily hotel Operations Meeting. 20) Schedules all staffs to maximise service and efficiency of labour costs. 21) Compared on a daily basis the Housekeeping report of rooms cleaned to the Front Office of rooms sold. 22) Ensures that all guest tracking is completed accurately (ie. Geographical, by company and travel agent). 23) Ensures that an excellent profile of preferences is developed for each return guest. Responsibilities include planning, assigning and directing work, addressing complaints and grievances and resolving problems. 24) Assigning room according to guest\xe2\x80\x99s preference and history record. Checking all VIP rooms prior to guest arrival and ensuring VIP amenities set up and all VIP arrivals with limousine request have been arranged accordingly and meet and greet services are provided. 25) To spot check on associates on a daily basis on the following: \xef\x83\x98 Total arrivals and departures for the day \xef\x83\x98 VIP in-house and arriving today \xef\x83\x98 Functions happening for the day \xef\x83\x98 Occupancy last night and the next 3 days forecast \xef\x83\x98 Arrivals and departures expected \xef\x83\x98 Telephone standard and answer time \xef\x83\x98 Quality of registration cards \xef\x83\x98 Work stations \xef\x83\x98 Spot checks on floats 26) Manages the guest experience by ensuring the following is provided:- \xef\x83\x98 Thoughtful and attentive service with relaxed efficiency \xef\x83\x98 Complete responsiveness to the desires of our guests \xef\x83\x98 The quality of hospitality is optimised Section B: 1) Manages the guest experience by ensuring the following is provided: 2) Thoughtful and attentive service with relaxed efficiency 3) Complete responsiveness to the desires of our guests 4) Supervises day to day operations of the Reservation department 5) Works closely with the Sales department regarding on group bookings,VIP bookings, establishing new corporate accounts and ensure cut-off dates are adhered too. 6) Prepares and monitors associates rosters 7) Maintains and/or develops applicable procedures in the Reservations Department 8) Ensures efficient methods and liaison between shift and department sections to carry out work procedures 9) Monitors room inventory control overbooking situation. 10) Updates associates on room rate changes and all Sales programmes 11) Updates associates on rules and policies governing special promotions 12) Ensures room rates are updated in Hotel Opera System 13) Tracking of no-shows and cancellations and improvises procedures to rectify such situations. 14) Up selling of rooms to maximize revenue and yield 15) Periodically checks on associates work, their attendance and grooming 16) Maintain close business relations with travel agencies, corporate representatives And government bodies. 17) Ensures all correspondences are replied within 24 hours 18) Produces periodical rooms forecast and statistical reports in collaboration with Sales. 19) Keeps the management updated on rooms inventory. 20) Ensures that associates promote the hotel facilities and services. 21) Monitor the standard Greeting by the associates at all times. 22) To perform other duties as deemed necessary by the Operations Manager.
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