To observe and ensure all colleagues are performing their duties in accordance with established hotel policies and procedures.
To maintain complete knowledge of:
All hotel features/services, hours of operation and concepts.
All hotel restaurant food concepts, menu price range, dress code and ambiance.
All hotel catering events and restaurant covers.
All hotel room inventory, daily occupancy, rate structure, targeted monthly and annual revenues, and monitor daily house count and expected arrivals/departures (in particular VIPs).
Guest loyalty program.
Guest VIP amenities and preferences delivery.
Different listing issued by switchboard are reviewed / up to date and accurate.
To be responsible for the inspection of all VIPs accommodations ensuring all details are captured based on guest preferences.
To perform all functions in all FO divisions when needed.
To constantly monitor scores of LRA, LQE, MOQA, TRUST YOU and all other audits and implement necessary actions.
To ensure arrival and departure experiences are as per standard.
To make sure the daily operation is smooth at the Front Office sections.
To ensure staff punctuality, uniforms, equipment, personal hygiene and grooming standards.
To ensure guest feedbacks and comments are handled or monitored until full guest satisfaction is achieved or beyond.
ETA’s and ETD’s to be collected on a daily basis for the next day in order to provide luxury arrival and departure experiences.
To ensure next day’s departing guests’ folios are checked, necessary back-ups’ attached.
Always ensure that there is a seamless and top luxury arrival and departure experiences to hotel guests.
To prepare Action Plans if required by the hotel management.
To train the team, test standards, complete refreshment operational and brand trainings with classroom setup, daily operational QA checks and role plays.
To maintain updated knowledge of colleagues Career Development.
To lead staff training and development, ensuring the highest level of guest and employee satisfaction.
To prepare employee rosters in accordance with business requirements, always ensuring flexible service to our guests with sufficient staffing in all areas appropriate to operational demand.
To monitor the correct billing of revenues, cash control, float balances and credit balances of guest in-house.
To lead in the event of an emergency and ensure procedures are followed and respected based on Safe and Sound program.
To posses’ working knowledge of all computer systems (INFOR, Key Systems, HotSOS etc.).
To handle the INFOR system; ensuring correct data inputting and maintenance, to control access levels, to issue passwords and to change configuration.
To follow HotSOS ticket escalations and alert necessary departments.
Check through the day arrival report and ensures that the necessary preparations are done by respective departments.
Check all public areas and colleague areas for any irregularities and cleanliness report findings to relative departments when necessary.
Check on the working condition of elevators, lobby lights, air conditioning, in-house music and other hotel equipment.
Check daily event order and ensure that the necessary signboards and arrangements are done.
Assist in all areas (especially operational departments) if needed.
Aware of the joint responsibility for the safety in our hotel and abides strictly by all the safety instructions.
Follows the night shift reservations and welcomes/farewells all arrival/departure guests. Escorts ALL VIPs to their rooms or to their departing vehicle.
Welcome VIPs on behalf of the Hotel Management including Venue (restaurant etc.) VIPs.
To lead staff training and development, ensuring the highest level of guest and employee satisfaction at night shift.
Check through the night arrival report and ensures that the necessary preparations are done by respective departments.
Prepares Daily Night Manager Report of previous day and shares with respected departments on a daily basis.
Requirements:
Minimum 5 years’ experience in a similar capacity in a luxury hotel environment with 3 years at managerial level.
Must be a self-starter, coach & mentor who can inspire the team to perform their best
High level of integrity, enthusiasm, dedication and support for continuous improvement
Flexible management style to meet challenge of a changing work environment
The Bellman is responsible for achieving guest satisfaction by creating a delightful arrival and departure experience, which includes escorting guests to their destination, handling, delivering and storing of guests’ luggage, communication of info...
Un oasis en el corazón de la ciudad.
Siendo un verdadero punto de referencia, Mandarin Oriental, Santiago disfruta de una ubicación conveniente, excelentes restaurantes y una impresionante piscina al aire libre. Combinando una decoración elegante ...
Sign up for Job Alerts
Please indicate your department, category and hotel preferences and we will email you regular job alerts.
We use cookies to personalise content such as job recommendations, and to analyse our traffic. You consent to our cookies if you click “I Accept.” If you click on “I Do Not Accept” then we will only use strictly necessary cookies, and you may have a deteriorated user experience. You can change your settings by clicking on the “My Settings” link on the top right of your device.
