Major Responsibilities:

1. Maintain a well organized Club Floor Desk Counter, ensures that all needed materials and supplies are readily available and accessible to expedite smooth check in and check out.
2. Prepare all necessary documents like registration cards, welcome passports, etc. to support smooth and efficient check in and check out. Ensure that guest preferences are delivered appropriately.
3. Maintain high standard level of Discipline, hygiene, grooming, appearance, posture and attitude.
4. Maintain congenial relationship within Rooms Division as well as other departments in the hotel.
5. Maintain sufficient amount of money, number of coins and notes for each denomination are available in his / her cash float during their shift to accommodate foreign exchange and cash transaction.
6. Assist guests during check in process ensure complete guest information is obtained based on Registration Card and billing arrangement is established according to FO policies and procedures.
7. Deliver courteous services to guests; respond promptly and tactfully to guest complaints, requests and inquiries at all times.  Always provide excellent services to maintain guest satisfaction.  Escort guest to the room when needed.
8. Maintain a proper Club Floor Desk logbook, record any discrepancies and matters for follow up.  Utilize additional remarks in Springer Miller Systems appropriately and ensure that traces are properly performed and filed.
9. Always address guests by name appropriately.
10. To utilize guest comment log book for any complaints, and recommendations for product / service improvement from guests.
11. To be fully conversant with Frequent Flyer Program outline by Mandarin Oriental Hotel group.
12. To be familiar with all with all hotel facilities and services.  Actively Up Sell Hotel facilities programme (FOCUS).
13. Accurately posts guests’ checks and city ledgers, ensures that all checks are filed properly to the respective guest folder.
14. Provide guest with safe deposit boxes services whenever required.
15. Assist guest during checks out process and ensure proper billing arrangements are provided.
16. Performs an Employee Audit by the end of each shift, ensure that all supporting documents are attached accordingly and submits net cash taking to the Safe Box.
17. All irregularities and discrepancies must be brought to the attention of Club Floor Manager or Front office Manager.
18. To adhere to the policies, procedures and rules outlined in the Employee Handbook - CLA.
19. Attends training conducted by Learning & Development Department or any other Trainer/Manager.
20. To carry out any other duties and responsibilities related to the job assigned by Club Floor Manager or Front Office Manager that may consider suitable to the skills of the individual and necessary to the success of the hotel.
21. To ensure that Legendary Quality Experience Standards are fully implemented and exceed guests’ expectations.
22. To ensure that the health and safety company standards are maintained and carried out. They must be monitored regularly to assist in scoring 100% on the MOHG health and safety audit.
23. Set up tables as per the standard.
24. To deliver the correct order to the table.
25. To suggest and correctly take Club Floor food and beverage order and communicate with Kitchen for any guests’ special request and dietary requirements.
26. To prepare the pantry and side station assigned with sufficient Mise en Place.