- Take charge the entire front office operations in the absence of Front Office Manager and Asst. Front Office Manager.
- Supervises and leads the front office functions. Personally takes charge of the guest relations team.
- Develops high quality of positive relationships with all guests, peers, team members, business partners and potential clients.
- Champion for hotel online and offline reputation.
- Take ownership of guest voice though TrustYou platform. Reply to guest feedback across all platforms and channels appropriately and in timely manner. Investigate guest comments when necessary.
- Ensure the integrity of online ratings such as TripAdvisor.
- Analyze guest feedback and identify areas of improvement. Communicate with concerned department heads and drive action plans.
- Utilize all guest feedback platforms to analyze trends, eliminate issues and prevent problems.
- Review industry trends for new and innovative product and service opportunities.
- Lead the quality meeting.
- Champion for the hotel brand standards. Work with all department heads to ensure that all areas are compliant and yearly audits are passed successfully.
- Internally audit the hotel periodically.
- Champion for employee recognition program to drive further guest engagement.
- Champion for ‘Sparkle’ program. Encourages other departments to participate in delivering elevated guest experiences.
- Conduct regular meetings with associate to check on their service sequences, product knowledge and other relevant information.
- Obtain feedback from guest and employees then propose on strategies to improve the guest experience.
- Control monthly guest gratuities cost.
- Monitor the entire VIP experience.
- Responsible to oversee pre arrival and post departure queries.
- Ensure that Evalpack procedures are well implemented and respected. Ensures that invoicing and cash operations procedures are respected.
- Ensures employees are representative of the brand. Grooming is in accordance to standard.
- Spot check on guest room randomly and make a report to ensure rooms are free of defect and fully functional.
- Maintain a constant, visible physical presence in public areas especially during peak periods.
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Monitor and check room allocation for VIPs, elite members and repeaters.
- Welcome and bid farewell VIPs.
- Relieving Duty Manager shift when needed.
- Monitor the inventory of office supplies of business center and guest relations.
- Monitor and maintain consistent sequence of services.
- Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
- Able to assist front desk operations when required.
- Ensures the whole team is up to date with the sales priorities for the day, room inventory, business forecast.
- Ensures that the team is perfectly aware of all the offers available in the hotel and promotes them to the guests.
- Familiar with the hotel's environment and competing hotel.
- Ensures that the loyalty program is promoted and endorsed positively to drive enrollment.
- Enforces hotel policies when required.
- Spot checks on team members’ product knowledge and document any areas of improvement.
- To spot check the executive lounge periodically and engage with the guest during peak periods.
- Drives upsell and cross sell initiatives.
- Ensure that loyalty program retro claim is followed up promptly and do not exceed 1%.
- Ensures that hotel premises and equipment are always well presented and that they remain in good condition.
- Maximize revenues and effectively control cost.
- Ensure the lobby area is always compliant to the brand standards.
- Adhere to all operating standard procedures, hotel policies and brand standards.
- Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
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