Duties and Supporting Responsibilities:

• Support, create and promote a climate of enthusiasm; maintain a work environment that promotes teamwork, performance, feedback, recognition, mutual respect, and colleague commitment for achieving the goal (Colleague Engagement Survey) of the department as well as the hotel. Ensures departmental practices are compliant with company policies and legal requirements.
• Assist to promote upselling programs in Front Office and be always creative and proactive in recommending ways of achieving better result. Compile monthly upselling report/ analysis.
• Continually proactively find ways to improve the scores of all audits related to the department.
• Monitoring FLHSS standards for achieving the goal (FLHSS Audit) of the department as well as hotel.
• Responsible for PSB data export and the data entry by reception team. Ensure all daily data entry sent to PSB is accurate and in a timely manner
• Monitor data input standards by colleagues to ensure guest database is maintained at the highest standard and also accountable for Guest History Audit (MOHG)
• Handle any guest’s inquiries or complaints, emergency situations, overbook situation and ensure personally speak to any guest that are being transferred to another hotel. Ensure guest satisfaction is attained with a good balance of the interest of the company.
• Closely monitor individual colleague’s performance and proactively provide feedback, training, coaching and mentoring if appropriate. Responsible for colleague performance appraisal and development plan
• Coordinate and cooperate with reception team on checking/ following room discrepancies, due-out, high balanced etc
• Check relevant reports and be fully aware of and well prepared for every day’s expected flow of guests
• Be knowledgeable and ensure all colleagues are knowledgeable about all the arrivals, departures and activities in the hotel
• Always stationed at counter to assist with daily operations of reception team
• Check and closely monitor room assignment daily for all arrivals including but not limited to on-day’s, following day’s and next day’s to ensure special arrangements/ guest preferences are being entertained/ met in advance
• Ensure room is ready for guest’s arrival and it is matched with guest’s preferences
• Ensure all arriving guests are warmly greeted, being escorted to room with in-room check-in and orientation services, all guests arrive by limousine are meet and greet at curbside
• Proactively work it out with relevant departments in advance on finding alternatives if the room category/ room type the guest reserved/ preferred may not be available
• Take a leading and proactive role to work closely with Reservations and Housekeeping on managing any highly committed or overbooked situations on room, room category, room type, bedded type, non smoking/ smoking room etc once it’s being forecasted
• Closely monitor the handling of “IAR Report”, cancellation, no-show, walk-in by the team and ensure it is being followed effectively and efficiently
• Ensure the team proactively extending sincere appreciation to all guests upon check-out, check satisfaction, provide useful information, offer assistance on luggage/ transfer service and invite for return
• Ensure the team follow up all wake-up call requests with Telephone Service timely and appropriately without any delay or mistake
• Relieve Assistant Manager’s duty and day-off when needed and upon request by superior
• Responsible for the overall administration of Reception including all outgoing correspondence and reports. Ensure all inquiries received via email or by fax are responded to within two days
• Maintain all departmental assets including equipment repairs and maintenance
• Work closely with Finance on monitoring guests’ credit status for hotel bills
• Ensure handling of cashiering duties (e.g. cash transactions, deposit/ payment collections, credit card/debit card settlement, foreign currency exchange, cash advance etc) by the team are fully followed in accordance to company’s policies and procedures and the cash floats as well as “house bank” are accurate at all time
• Work closely with Finance and Reservations on maintaining and keeping supporting documents of reservations
• Take a leading role in any system downtime situation (HMS) and be acknowledgeable to manage the operations (e.g. check-in, check-out, room assignment, collecting payment, posting etc) by providing strong leadership to the team to ensure guest satisfaction is still being highly maintained during the system downtime
• Ensure the grooming standards of all colleagues are well maintained
• Arrange and chair daily team briefings to maintain an effective information sharing
• Attend departmental daily briefing, monthly team meeting, departmental meeting and/ or other meetings upon request by superior
• Proactively organize monthly team meetings and regular meetings with colleagues to enhance effective communication and seek ways to continually to keep us the best
• Ensure instructions from senior management are being conveyed and followed through
• Always maintain a good work relationship with other departments
• Other ad hoc tasks and duties as required by Assistant Front Office Manager/ Front Office Manager and Director of Front Office Operations
• Maintain good knowledge of hotel’s services, facilities, room rates, packages, events, programs and be ready to sell/ upsell/ cross-sell hotel services and conduct hotel tour to guests at anytime
• Be familiar and keep updated Front Desk Standard Operations Procedures and hotel’s policies and procedures. Make recommendations on operating procedures to ensure smooth operation when necessary.
• Assist with trainings and colleague development.
• Ensure instructions from senior management is being conveyed and followed through.

Job Requested:

• Minimum 5 years front office working experience in luxury hotel of which at least 1 year in a similar capacity.
• Strong knowledge of front office operations, including but not limited to cashier and reception, duty manager, or relevant experience.
• Strong desire to deliver excellent guest services and with passion to serve.
• Ability to multi-task and remain composed at all times.
• A good team leader with ability to drive the team for results.
• Computer literacy which is no limited to Excel, Power Point and Word.
• Fluent in English and Mandarin, both spoken and written.