Responsible for daily administration, meeting and greeting, dealing with guests’ queries and complaints, and booking rooms, visitors.
Maintain high standards of customer services at the reception desk so that customers’ expectations are consistently exceeded.
Motivate and develop Reception team to ensure smooth functioning of the department and promote teamwork.
Communicate with Duty Manager on all matters regarding guest services & hotel operations
Ensure documentation of all guest related issues using the logbook
Sign media and supervise shift handover procedures
Coordinate and communicate with other hotel departments as required regarding general administration and operations issues
Provide management presence at all times by assisting with the handling of guests’ needs and complaints tactfully and efficiently
Assist Guest Relations in greeting, rooming, and sending off guests
Inspect front of house and back of house regularly for cleanliness and orderliness
Ensure that front line staff complies with marketing techniques and maximizes sales
Check billing instructions, monitor guest credit and act upon any discrepancies
To maintain Front Office log book and shift reports.
Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates
Ensure procedures of On-Call Valet Desks and driveways are manned at all times and run efficiently
Ensures the Safety, Security and Loss Control policies and procedures are compiled with at the lobby and driveway. Handle and manage hotel emergencies.
Maintain record of all banquet and any other functions in the hotel.
Liaise with Housekeeping for the Room Status.
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