The incumbent in the position is responsible for leading and managing all sections of the Front Office Department during the night shift in order to ensure the highest standards of service in accordance with the operating procedures and Company Standards.
He/she is responsible for the smooth running of the hotel operations during the night shift.
Duties & Responsibilities
Directs front office operations such as checking in, checking out and providing guest assistance whilst ensuring compliance with all front office policies, procedures, standards and satisfaction of guests’ needs.
Trains, develops and manages the performance of direct subordinates to ensure the efficient running of front office operations.
Maximizes hotel revenue by controlling room inventory, group blocking, packages, up selling to Executive Floor Rooms, reinforcing the late charge policy to maximize REVPAR.
Handles all customers’ complaints occurring during the night shift to ensure their satisfaction.
Greets VIP guests of level 4 to 7 upon their arrival and escorts them to their room. Establishes good rapport and offers assistance for the length of their stay.
Patrols the hotel at least twice per shift to ensure that the hotel is clean, tidy, and safe and that all is proper order. Takes corrective actions if necessary.
Keeps abreast of all emergency procedures, hotel promotions, product knowledge, VIP arrivals, upcoming events and brief direct subordinates accordingly so that all front office staff are able to answer guest requests and questions.
Reports on the hotel logbook all guest complaints, relevant incidents and matters that need follow up the next day, to ensure consistency and guest satisfaction.
During sell out nights, deals with overbooking situations in the most professional and diplomatic matter in order to keep to a minimum level the degree of dissatisfaction of guests inconvenienced by the situation.
How to Apply
To apply for this job position, please send your CV and a personal photo to [email protected]
