Assist the Front Office Manager to select, hire, and train employees to meet the hotel's standard of service.
To assist Front Office Manager in supervising, organising, directing and coordinating the staff and activities of the Front Office.
To have Front Office managerial presence felt behind the Reception counter; ensure that Front Office Employees perform their daily duties according to required standards.
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To assist Front Office Manager in supervising, organising, directing and coordinating the staff and activities of the Front Office.
To have Front Office managerial presence felt behind the Reception counter; ensure that Front Office Employees perform their daily duties according to required standards.
Emphasis will be on the assignment of rooms for all arrivals, and this includes the training of the Guest Relations Executives in this aspect of the job.
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Responsible for the leadership and achievement of performance targets of the Rooms Division.
Implement Hotel policies, procedures, and service standards in accordance to brand and service guidelines set by Mandarin Oriental Hotel Group.
Recommend and execute improvements in hotel policies and Rooms Division operations where there are opportunities for improving services, maximizing revenue and profitability where possible without comprising quality standards.
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This job is the Managerial Role at a full-service hotel or at a regional extended-stay hotel. Report to Director of Rooms. Typically supervises operations under Front Office, Guest Relations, Uniform Services, Instant Service, Club InterContinental Lounge and Butlers.
YOUR DAY TO DAY
Assists in coordinating the preparation of the departmental annual budget.
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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.
Review daily front office work and activity reports generated by Night Auditor.
Trains, cross –trains, and retrains all front office personnel.
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Handling guest inquiries, requests, and complaints promptly and professionally. Ensuring guest satisfaction and resolving any issues that may arise during their stay.
Overall responsibility for the department performance includes reservation control to ensure accuracy.
Assist with marketing initiatives to drive occupancy and revenue. Optimizing upselling techniques etc.
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To oversee the various sections within the Front Office Department to ensure optimum results.
To oversee the FO operations in the absence of the FOM.
To prepare management reports relating to room occupancy, reservations pattern, sales statistics, analysis of guest mix, sale production and other reports.
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Effectively handle all guest complaints and implements long term solutions where possible. Follow up any outstanding issues and make sure service recovery is provided
Review guest feedback from different platforms. Drive outstanding result from TripAdvisor by reviewing current service standard and implement new initiative when necessary
Initiates the implementation of new Front Office Standards & Procedures in keeping with brand direction
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Manage and maximize occupancy, revenue, and average rate while maintaining high service standards via the up-selling programs within the department
Effectively handle all guest complaints and implements long term solutions where possible. Follow up any outstanding issues and make sure service recovery is provided
Review guest feedback from different platforms. Drive outstanding result from TripAdvisor by reviewing current service standard and implement new initiative when necessary
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