Duties and Supporting Responsibilities

• Ensure Legendary Quality Experience (LQE) standards are fully implemented, maintained and executed throughout the department to meet and exceed guests’ expectations and accountable for achieving the goal of Guest Loyalty and Satisfaction Survey (LRA) and Mystery Shopper (D’Richey and Coyle)
• Support, create and promote a climate of enthusiasm; maintain a work environment that promotes teamwork, performance, feedback, recognition, mutual respect and colleague commitment for achieving the goal (Colleague Engagement Survey) of the department as well as the hotel. Ensures departmental practices are compliant with company policies and legal requirements
• Monitor FLHSS standards for achieving the goal (FLHSS Audit) of the department as well as the hotel
• Assist to promote upselling programmes in Front Office and be always creative and proactive in recommending ways of achieving better result. Compile monthly upselling report/ analysis
• Monitor the standard of telephone reservation taken by colleagues and also responsible for, if applicable, Quality Track result (ResMax)
• Continually proactively find ways to improve the scores of all audits related to the department
• Assume the role of Night Manager on rotating basis. Liaise closely during the night with Security, Housekeeping and Engineering and to be aware of any situations that are going on in the hotel. Patrol all guest floors, public area, back of house area, offices and restaurants at least once every night
• Develop thorough understanding of all FLHSS policies and procedures and be prepared to play an active leading role in any emergency situations
• Handle any guest’s inquiries or complaints, emergency situations, overbook situation and ensure personally speak to any guest that are being transferred to another hotel. Ensure guest satisfaction is attained with a good balance of the interest of the company. Properly record cases into daily log, take appropriate follow up actions and update in individual guest profile (PSMS). Always share, report and consult with Director of Front Office Operations of any guest complaint/ comment/ recommendation
• Always stationed at hotel lobby to greet and farewell guests, particularly VIPs and arrivals/ departures by limousine, take an active role in carrying out guest recognition programme (e.g. taking photograph for VIPs, giving birthday amenities etc), maintain effective guest relations, builds rapport and offer personalized service and assistance
• Reviewing arrival list, departure list and birthday guest list on daily basis
• Coordinate within Front Office and other departments for arrangement on VIPs’ arrivals and departures
• Check all rooms assigned for VIPs prior to their arrivals ensuring amenities, room cleanliness and room facilities are ready and up to standard/ expectation
• Work with Guest Relations Manager on extending courtesy call to VIPs and long staying guests during their stay and proactively offer assistance on any service arrangement e.g. departure transfer, restaurant booking, meeting arrangement etc as well as arranging occasional afternoon tea or morning breakfast with them
• Assist with daily operations within Front Office, particularly Guest Services (i.e. check-in, check-out), Guest Relations and Concierge, whenever required or busy
• Relieve duty and day-off of Guest Relations Manager/ Guest Services Manager when needed and upon request by superior
• Coordinate and cooperate with Guest Services team on checking/ following room discrepancies, due-out, high balanced etc
• Maintain good knowledge of hotel’s services, facilities, room rates, packages, events, programmes and be ready to sell/ upsell/ cross-sell hotel services and conduct hotel tour to guests at anytime
• Overseeing the execution of Frequent Flyer Programme at Front Office (Alder) including but not limited to. response to guest inquiries, retro-claim, data export etc
• Responsible for the execution of key card system (e.g. issue employee key from key system, renew employee keys) and be the main coordinator with IT&T and Engineering during system down. Work closely with Engineering on any key lock malfunctioning situations and assist whenever required
• Being the main coordinator of the department on monitoring and supervising the handling and daily usage of company keys (FLHSS related key management)
• Be familiar with Guest Services, Guest Relations and Concierge’s Standard Operations Procedures and hotel’s policies and procedures. Make recommendations on operating procedures to ensure smooth operation when necessary. Review with Assistant Front Office Manager on Assistant Manager related policies and procedures periodically to ensure information are updated to current status
• Assist with trainings and colleague development
• Familiar with Front Office related IT&T systems and take part in any system related activities
• Attend departmental daily briefing, monthly team meeting, departmental meeting and/ or other meetings upon request by superior
• Ensure instructions from senior management is being conveyed and followed through
• Always maintain a good work relationship with other departments
• Other ad hoc tasks and duties as required by Senior Assistant Manager, Front Office Manager, Director of Front Office Operations and Hotel Manager