Participate in daily operations meetings to liaise and coordinate closely with support departments regarding general administration and operations issues
Check that all Front Office employees report to work punctually and are well groomed before each of their shift
Conduct daily briefings and ensure that all pertinent information is well received by team members
Communicate all log entries by Duty Managers to ensure that all issues and concerns raised are closed with thorough follow up actions
Ensure the efficient and effective operation of the Front Office and that departmental standards and procedures set out are strictly adhered to
Liaise with Reservations Department in a high house situation and recommend actions to be taken. Check on closed-out dates to ensure efforts are made to achieve 100% occupancy with the highest yield possible
Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates
Liaise with Finance Department to ensure that credit procedures are properly carried out
Analyze market trend, review rooming list and motivate Front Office employees to up-sell rooms with the view of achieving higher yield and increasing revenue
Coordinate and monitor major group movements for meetings and conferences, and ensure that action plans cover all areas of operations handling
Makes courtesy calls to VIPS, long stay and corporate guest to obtain feedback and pro-act to handle any lapses in service standards
Handle all guest correspondences and ensure prompt follow-ups
Manage daily room inventory and coordinate with Housekeeping to ensure requested rooms are cleaned according to arrival times
Constantly monitor team members’ appearance, attitude and degree of professionalism
Prepare detailed induction programs for new employees
Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business
Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service
Prepare payroll and gratuity reports
Conduct monthly departmental meetings to provide information to team members, obtain their feedback, rectify operation issues and provide a regular forum for department communication
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