Hotel Front Office Duty Manager

Reporting to the Front Office Manager, you shall be responsible for the day-to-day management and overall performance of the Front Office department (including supervising a team of Guest Services Agent) while ensuring the highest level of guest satisfaction.

DUTIES & RESPONSIBILITIES

• Supervise the Senior Guest Services Agent and Guest Services Agent in their daily duties and responsibilities
• Conducts daily audits of Guest Services Agents’ appearance, grooming and hygiene and takes daily briefing
• Oversees associate posting, behavior and posture at the main lobby area as well as entrance (inside and outside premises), access corridors and lifts
• Evaluates per shift checklist, and ensures all tasks are completed
• Supervises and assists Guest Services Agents in planning, documentation, along with all of their tasks at the Customer Service desk
• Conducts On-Job-Training for all Guest Services Agents
• Conducts periodic high balance check in coordination with Finance department
• Checks next day’s arrivals list daily, ensuring the accuracy of all bookings, room assignments and any related resident requests
• Reviews traces for all reservations and resolves accordingly
• Maintains accuracy of data on the Property Management System
• Meets upon arrival or bid farewell VIP residents in the absence of senior management
• Escorts guests to the apartment upon arrival when necessary
• Conducts periodic checks of all luggage/parcel storage areas
• Addresses and resolves resident complaints or concerns
• Coordinates with Security Department in conducting investigations as needed
• Coordinates with Drivers to ensure smooth operations and exceptional service to all residents
• Conducts daily checking of all traces to ensure resolution of requests and assist in any difficulty encountered
• Any other duties as assigned from time to time

SKILLS, KNOWLEDGE & QUALIFICATIONS

• Minimum GCE "O" Level or equivelant

• Minimum 4 years of relevant experience in Front Office operations, of which at least 1 year in supervisory position

• Proficient knowledge in OPERA Cloud

• Excellent spoken & written English communication skills

• Good interpersonal and problem-solving skills

• Ability to multi-task, working well under pressure and tight deadlines

• Willing to work rotating shift, weekend and public holidays

We regret that only shortlisted candidate shall be notified.