- Monitor front office personnel to ensure guests receive prompt, cordial attention and personal recognition
- Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue
- Monitor Front Office, and particularly Butler personnel, to ensure LCAH members are known, as well as repeat guests and other VIPs receive special attention and recognition
- Promote internal Hotel sales and in-house facilities and monitors Front Office Marketing techniques in line with FIT marketing program
- To set up the target and drive the team to achieve upsell program on Villa, Transportation, SPA and F&B
- Maintain inter-departmental relationships to ensure seamless customer service
- Assume overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair and well maintained
- Schedule and regularly conducts routine inspections of areas under his/her control
- Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
- Know system recovery procedures
- Interpret computer reports
- Compile statistics for front office and provide reports relating to that area on the operation of Suite and Villas
- Continually check the accuracy of guest in house account
- Approve upgrades and special amenities
- Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees
- Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information
- Communicate to the General Manager of his/her delegate all information likely to be of interest to them such as the expected arrival and departure of VIPs and all other pertinent information
- Maintain all procedures and adheres to them within the company guidelines; in particular with emphasis on hotel credit policy.
- In conjunction with the Emergency Response Team prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, Bomb Threat, Cyclone Warnings, Tsunami, etc.
- Prepares efficient work schedule for Front Office Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures.
- Works with Talent and Culture on manpower planning and management needs.
- Works with Housekeeping and Finance in the preparation and monitoring of the Rooms’ and FO budget and forecast.
- Maintain good relation with vendor and local community.
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