Main Responsibilities:
- Together with the Operations Manager to:
- Conduct selection, recruitment and promotion of respective team members
- Conduct Performance Appraisal and identify necessary training measures of Front Office team members
- Conduct on the job training to maintain standard of performance
Responsible for: - Make recommendations on team members’ matters and promotions
- Together with HR develop and implement formal training plans for the Department
- Training and development of TM and successions planning
- Direct and control his team to ensure that it’s appropriately motivated and trained and carry out their responsibilities to the required standards; evaluate all employees supervised
Together with the Operations Manager to: - Handling and monitoring of guests complaints and the relevant follow up action required
- Welcome important guests or groups
- Propose upgrading of regular guests to maintain goodwill of hotel
Responsible for: - Coordinate activities in his/her department to ensure optimum care and assistance to guests and ensure high level of quality services are delivered to guests al all times
- Formulating a short and long term Team Member work schedule. Maintain a harmonious balance between necessary supervision and individual creativity
- Establish and maintain effective employee relations
- Follow up on CRM
- Together with the Operations Manager to:
- Prepare the Department budget (Capex, Opex etc)
- Set the annual operating budget and ensure that it is strictly adhere to and follow up on a monthly basis
Responsible for: - Follow up of the Department Budget on a monthly basis
- Prepare Front Office roster and ensure that the roster is done such that there is complete coverage at all times with adherence to the legal provisions
- Ensure that there is a proper planning and control of annual leaves for the department
- Ensure punctuality, control absenteeism and take corrective actions where necessary
- Prepare monthly forecasts and schedule resources accordingly
- Monitor and control inventories of work equipment
Together with the Operations Manager to: - Receive report on rooms allocated to tours operators from CRO and plans allocation of rooms
Responsible for: - Allocate rooms as and when necessary
- Establish in line with the quality manager of all quality procedures and ensure that all the activities are done as per established hotel SOP
- Ensure that furnishings and installations are in good condition in the outlets otherwise takes appropriate measures
- Personal responsibility for strict adherence to the safety and security measures set by the Health & Safety Officer
- Ensure that all areas satisfy the most stringent hygiene and sanitation requirements.
- Regularly check grooming (appearance, personal hygiene and uniforms) of team members according to hotel standards
- Check list of arrivals, departures and billing of guests to ensure correct inputs
- Adhere to the legal provisions in drawing up work schedule
- Comply with all the sustainability commitments and practices implemented within business units
- Notify the Sustainable Development Department of any matters that may pose any impact to the environment and society