Scope of work:

• Assist Front Office Manager to identify and implement training plans for all Front Office employees. Conduct regular associate training, and monitor its success. This will involve training in both IT systems and guest-service procedures.
• Maintain full knowledge of the Property Management.
• Assist Front Office Manager in monitoring departmental cost as per allocated budget.
• Monitor daily arrivals and action as appropriate for any VIP or special request. Liaise with housekeeping, room service and guest relations where necessary to complete the action.
• Handle all negative guest feedback on priority and effectively within stipulated guidelines.
• Supervise the functioning of all departmental employees, facilities, sales and costs, to ensure maximum departmental profit is achieved.
• Take responsibility during the shift for maximizing quality levels of product and service, and guest satisfaction.
• Remain accountable for all elements of operations during a shift.
• Ensure that all Standard Operating Procedures are being adhered to, by training all associates and monitoring their performance.
• Drive upselling within the department.
• Develop and maintain a motivational working environment within the department.
• Provide support and guidance to the associates as required.
• Ensure associates are up-to-date with current information and data of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets & promotion, spa and health club, and other services and facilities.
• Conduct room and floor inspections to ensure quality standards.
• Establish and maintain effective employee relations.
• Liaise with the Accounting Department for accounting and auditing related front office procedures, reports and operational problems and payments of commission.
• Provide assistance to local representatives of tour operators and travel agencies.
• To attend resort events, daily shift briefings and training to improve professional skills.
• Foster a good relationship with third party companies.
• Is detailed and ensures proper handover from incoming and outgoing shifts.
• Answer telephones promptly and accurately and follows telephone etiquettes.
• Ensure timely follow up of all guest requests and reverts to guests or resort as appropriates.
• Take ownership of guest’s requests and needs and ensures immediate action as appropriate.
• Keep Front Office Manager informed of all mishaps, unusual cases and guest feedbacks. Prepare glitch report and circulate to all concerned as per guidelines.
• Follow up on all pending glitches with courtesy calls to guests for effective resolution of the glitch.
• Take charge of operations during night shift in the absence of Night Manager.
• Is well acquainted with all resort facilities, including the guest room facilities and knows all events in the resort.
• Keep himself/herself updated on the arrivals, departure and transport arrangements for the day.
• Ensure guest recognition.
• Is able to identify and acknowledge repeat guests and VIPs.
• Ensure that each guest interaction is a delightful experience for the guests.
• Never says “NO”. Offers alternatives as applicable.
• Always find a way to exceed guest’s need and expectations.
• Ensure consistent delivery of resort’s service standards.
• Is self-motivated and leads his colleagues by example.
• Respect the departmental duty roster and reports to work on time.
• Is open and willing to adapt to new procedures for the benefit of guests and colleagues as and when introduced.
• Attend all scheduled training courses organized by the department and resort as and when asked to.
• Is a team player and actively participates in all employee activities.
• Present himself/herself at all times with professional courtesy and etiquette towards both guests and asociates.
• Is well groomed and in proper uniform at all times.
• Maintain a professional demeanor at all times.
• Always project a positive image of the resort and company at the airport.