Conduct comprehensive daily briefings and ensure that all pertinent information is well received and understood by team members, including updates on occupancy, VIP arrivals, and special events
Manage and supervise all tasks of his/her staff to ensure that the highest quality service is delivered and department standards are met, including regular performance evaluations and feedback sessions
Review, analyse and suggest improvements to work flow and standards at the Front Desk, implementing best practices and innovative solutions to enhance guest experience
Analyse rate variance reports to ensure rooms revenue control, approve discounts and rebates, and optimise revenue management strategies
Communicate effectively with Front Office Manager on all matters regarding guest services & hotel operations, providing detailed reports and actionable insights
Ensure thorough documentation of all guest-related issues using the logbook, including follow-ups and resolutions
Sign media and supervise shift handover procedures, ensuring smooth transitions between shifts and comprehensive information transfer
Coordinate and communicate with other hotel departments as required regarding general administration and operations issues, fostering a collaborative work environment
Provide management presence at all times by assisting with the handling of guests needs and complaints tactfully and efficiently, ensuring high levels of guest satisfaction
Assist Guest Relations in greeting, rooming, and sending off guests, paying special attention to VIP and repeat guests
Conduct regular inspections of front of house and back of house areas for cleanliness and orderliness, addressing any issues promptly
Ensure that front line staff complies with marketing techniques and maximises sales opportunities, including upselling and cross-selling
Meticulously check billing instructions, monitor guest credit and act upon any discrepancies, liaising with the Finance department as necessary
Coordinate full house situations and make all necessary arrangements to handle overbooking and pledge relocates, ensuring minimal disruption to guests
Ensure procedures of On-Call Valet Desks and driveways are manned at all times and run efficiently, maintaining high standards of service
Enforce Safety, Security and Loss Control policies and procedures in the lobby and driveway areas. Handle and manage hotel emergencies with composure and efficiency
Conduct Night Audit Process for hotel, ensuring accuracy of financial records and resolving any discrepancies
Team Management
Provide comprehensive department orientation and training on hotel service standards, procedures and programs, ensuring all team members are well-versed in their roles and responsibilities
Constantly monitor team members appearance, attitude and degree of professionalism, providing constructive feedback and implementing corrective measures when necessary
Motivate and provide a work environment which brings out the best in team members, fostering a culture of excellence and continuous improvement
Conduct regular performance reviews and set individual and team goals aligned with departmental objectives
Identify training needs and develop tailored training programs to enhance team skills and knowledge
Manage staff scheduling to ensure optimal coverage during peak periods and efficient resource allocation
Other Responsibilities
Maintain complete knowledge of all food & beverage services, outlets and hotel services/features, staying updated on new offerings and promotions
Be fully conversant with hotel fire & life safety/emergency procedures, participating in regular drills and training sessions
Attend all briefings, meetings and trainings as assigned by management, actively contributing to discussions and sharing insights
Report for duty on time wearing clean and complete uniform at all times, setting a professional example for the team
Maintain a high standard of personal appearance and hygiene at all times, adhering to grooming standards
Stay informed about local attractions, events, and transportation options to assist guests with inquiries
Participate in cross-departmental projects and initiatives to improve overall hotel operations and guest experience
Assist in the implementation and monitoring of sustainability initiatives within the Front Office department
Contribute to the development and revision of standard operating procedures (SOPs) for the Front Office
Perform other reasonable duties assigned by the Management of the Hotel, demonstrating flexibility and willingness to support various aspects of hotel operations
Qualifications
Experience overseeing the Front Office operations
High-level communication and interpersonal skills, able to seamlessly manage inquiries, requests, and feedback with professionalism and discretion.
Experience with room allocations, reservations, and liaising with hotel departments to optimise guest experience
Elevated leadership capabilities, to successfully train, develop, and guide a team to excellence
A calm, solutions-focused mindset with strong emotional intelligence
Proficiency in Front Office systems (Opera Cloud experience highly regarded)
