1.    Ensure attentive and efficient guest service experience is extended at all times.

2.    Ensure complete responsiveness and thorough assistance and information on guest inquiries are available throughout guest stay in the hotel.

3.    Responsible for training and implementation of standard operating procedures (QSS).

4.    Conduct periodical staff briefing and cascade essential group movement, VIP arrivals, special guest request, birthday and anniversary celebrant etc. information.

5.    Initiate and supervise up-selling of room category and facilities (high speed internet etc) according to Key Performance Indicators and Budget.

6.    Responsible in updating notices and staffs on room rate changes, hotel promotions (F&B/ Spa etc.) and all Sales & Marketing programs.

7.    Ensure that Rooms Division budget expenses are in line.

8.    Maximize staff function with lateral exposure to enhance efficiency and multi skilling.

9.    Be visible and present during peak operational period and assist with guest and operational requirement at Front Office.

10. Always offer assistance in resolving guest grievances when reported at Front Office, liaise with the relevant department personal in charge, if and when necessary and revert back to guest on update or solution.

11. Ensure all staffs are knowledgeable on the hotel facilities and promotions including local external tourist, shopping and dining attractions.

12. Ensure that room profit is maintained through maximization of yield and control of expenses.

13. Always maintain the cleanliness and tidiness of the front office counter, back office, luggage room, hotel lobby, driveway, lobby seating area and Business Center.

14. Work closely with the Finance Department and ensure compliance with hotel accounting procedures and cash handling policies.

15. Maintain high integrity and proper usage of the computer hardware and software applications.

16. Ensure that all guest transaction; i.e. check in and checkout process are kept within the set operating procedure time limit.

17. Direct control and coordinate activities of personnel engaged in such activities as:

·        Receiving, processing and confirming room reservations.

·        Selling, registering and assigning rooms to incoming guests

·        Providing general information and allocating key card to guests

·        Assist with baggage and escorting guest to their rooms

·        Meeting and sending off guests and soliciting business at the airport 

·        Arrival/ departure points.

18. Complete all departmental reports accurately and within time line stipulated.

19. Attend to reservations and registration of special VIP’s personally, whenever possible or to assign Assistant or Senior Receptionist.

20. Receive and greet VIP’s and escort them to their rooms, attend to their inquiries, requests and needs.

21. Develop and update Guest History Profile on a quarterly basis.

22. Provide necessary feedback to the relevant Sales & Marketing person in charge of the respective account for follow up and reference, whenever applicable.

23. Support Sales & Marketing efforts in promoting hotel inspection, show rooms and to cater the need of their guests.

24. Enhance the promotion of sales by follow up through telephone inquiry and personally relate the requirement to Reservation or the assigned segment Sales & Marketing personal.

25. Attend all related meetings such as required.

26. Develop good relations with local ground operators and liaise with the relevant Sales & Marketing personal on any issues or follow up.

27. Coordinate with Housekeeping, Accounting and other departments concerned in handling guest’s requests, inquiries and complains regarding accommodation, service and billing.

28. Inspect pre-determined number of guest rooms daily to determine whether the rooms are                          properly maintained and take immediate corrective action as necessary.

29. Responsible for all activities within areas of responsibility, financial billings, outstanding settlement and skipper bills.

30. Ensure grooming standards and the use of English medium while at work is adhered by all department staff.

31. Co-ordinate effectively the vacation and leave plan, time sheet, casual and overtime request to ensure maximum productivity.

32. Ensure that all departmental staffs are aware of the hotel’s policies and procedures, Employee Handbook and comply as required.

33. Ensure a positive working environment, portray a professional, matured and approachable disposition at all times and instill teamwork amongst own and inter related departments.

34. Co-ordinate Staff Appraisal as per required Key Performance Indicators and operating standards.

35. Undertake regular staff briefings and meetings to ensure key information are cascaded to all rank of staffs.

36. Participate and complete the annual departmental budgetary planning and submission.

37. Performs Human Resource related functions such as recruitment, staff conflict and disciplinary matters professionally. Consult with Human Resources Manager or EAM/ General/ Hotel Manager, if necessary.

38. Participate and take active role in the hotel’s Emergency Response Team function and ensure implementation of process flow (where necessary) and compliance by staffs.

39. Take part in any hotel project initiative or working committee, i.e. Energy & Water Conservation team efforts, Staff Party committee etc.

-