RESPONSIBILITIES

• Assist the Assistant Front Office Manager in setting up the Front Desk training tools such as job descriptions, standards and procedures, and training plans as a guideline for the Front Desk operation.
• Train and supervise the Front Desk Assistants in all reception and cashiering procedures and assign tasks as necessary.
• Assist with new employee orientation and training and ensure that all Front Desk personnel are advised and trained on all changes in policies and procedures.
• Continuously monitor, study and evaluate operations, policy and procedures of the Front Desk; and propose necessary improvements to Assistant Front Office Manager.
• Plan, prepare and conduct ongoing training for Front Desk Personnel on a regular basis.
• To be proactive thinking, to be able to react fast to problems, and to make sound management decisions.
• Ensure all outstanding and pending issues are settled timely.
• To exercise control over all other Front Office staff in the absence of their respective supervisors.
• To ensure that all keys and folders for daily arrivals are prepared by the Front Office Assistant.
• To ensure that the Front office, the lobby area is kept clean at all times.
• To make daily round of all Front Desk and Bell Desk operating departments to check that all staff adhere to Hotel policies.
• To be well informed of hotel facilities and be able to answer all inquiries.
• To handle complaints or incidents/accidents occurring in the hotel when necessary.
• To respond to emergency calls, fire alarm, power failure, computer and medical attention and co-ordinate with respective Departments and contacts.
• To conduct daily Front Office briefing.
• To spot-check special set-ups for late VIP guest’s arrival ensuring that they adhere to the required standard.
• To ensure that Energy conservation is exercised in all areas at all times.
• To read through and approve the Rooms Statistic Report.
• Assist with Front Desk employees’ performance evaluations and recommend promotions or demotions of assigned Personnel.
• Supervise all Front Desk Assistants assigned to his/her shift and ensure that all tasks are performed and completed.
• Assist with check in, information requests, check out and other services required by the guests to ensure their comfort and satisfaction.
• Authorise the acceptance of travelers cheques, cash advance, rebates, paid out, refunds base on the established procedures.
• Responsible for the orderly and clutter-free appearance of the Front Desk personnel; ensure that all Front Desk personnel are well groomed and in proper uniform.
• Ensure that the manual key, guest card key, and guest room security procedures are followed.
• Ensure a smooth flow of check-in and check-out during peak hours; if necessary direct guests to available Front Desk Assistant.
• Ensure that all telephone calls are handled promptly within three rings.
• To keep Personal Grooming at the highest standard and make sure that subordinates have the same.
• Maintain safety by adhering to safety policies, and be responsible to report accidents immediately.
• Deal with the public in a professional and courteous manner.
• Ability to communicate with all managers and supervisors and fellow associates.
• Ability to handle conflict situations in a professional manner.
• To write reports relating to complaints, and forward copies to various executive/department heads concerned.
• To record all complaints into a log book for the General Manager's attention or follow up.
• Prepare schedules and maintain Front Desk attendance record.