Mô Tả Công Việc
To coordinate and oversee effectiveness of departments; Rooms & Guest Services, Communications Center, Business Center, Guest Services to provide the best services to the maximum of guests’ satisfaction with an objective to increase the profitability of the hotel. Maximize occupancy and average rate at all time. Closely coordinate room availability with the Director of Sales, Housekeeping and Engineering. Maintain a good relationship with travel agents and tour operators.
Ensures high standards of service at all time.
Maintains good relationship with guests and staff.
Reviews arrival lists and pre-set the VIP guests with GM.
Answers inquiries pertaining to hotel policies and services.
Handles guest complaints professionally.
Interacting with clients, guests, and VIPs in the lobby. Making sure guests’ are satisfied with the hotel services and provide immediate resolutions or assistances.
Closely coordinates room availability with the Director of Sales.
Makes decisions regarding over-booking based on the hotel policies and standards in consultation with GM.
Participates in yearly forecasting and budgeting with senior management.
Observes and analyzes competitive hotels.
Prepares reports as required.
Supports and determines training programs and prepares an annual training plan. Works with Training Manager to have an active ongoing training plan in progress.
Works with Reservations to assist the control of opened and closed dates, availability and condition of rooms and suites, and guest arrival patterns.
Reports to the senior management regarding to unusual events (revenue, occupancy and guest complaints).
Monitors credit policies and audits daily credit report on guest rooms where needed.
Develops employee recognition programs for his/her operating areas.
Complies with company policies and standards.
To be familiar with emergency procedures of the hotel.
Performs other duties as assigned by supervisor.
Acknowledges and screens daily work schedule.
Conducts daily briefing and de-briefing to heads of concerned sections.
Proposes an effective duty to ensure sufficiency of manpower in accordance to volume of business.
Establishes two-way communication with related departments.
Communicates effectively with guests, subordinates, immediate supervisors and other section heads.
Manages time effectively by meeting deadlines on time.
Administers personnel action on leaves & overtime requests, disciplinary actions and commendation.
Completes the profit and capital expenditure budget effectively and timely.
Identifies and solves problems in a professional manner.
Knows and understands policies relating to his/her department and others.
Recognizes good quality products and presentation.
Checks and improves all service standards established by the company.
Supervises staff activities to maximize revenue and minimize costs.
Provides assistance to the staff when required during peak periods.
Maintains grooming standards for all personnel.
Conserves energy and water at all time by not decreasing guest comfort and cleaning efficiency.
Manages wastes by reducing and recycling the wastes, change staff behavior to carefully use all resources.
HUMAN RESOURCES RESPONSIBILITIES
Coaches and counsels all staff when applicable.
Evaluate objectively the performance of staff in his/her responsibilities.
Provides training to all staff in his/her department regularly.
Motivates staff to grow within the company.
Develops him/herself to be better manager at all times.
Yêu Cầu Công Việc
Minimum education of Bachelor degree in Hotel Management or relevant discipline.
Minimum of 8 years in Front Office experience in a similar capacity preferably in a 4 or 5 star class environment.
Have excellent English communication skills both in written and spoken.
Possess professional disposition with excellent interpersonal skills.
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