Front Office Manager

• Hạn nộp: 31/03/2018
• Mức lương: Thỏa thuận

Thông tin cơ bản

Mô tả công việc

 Anticipate guest’s needs through observation and offer prompt, efficient service either personally or through effective communication with other associates. 

 Assist in handling claimed reservations and turn-away according to hotel’s policies and procedures   

 Represent the Management for ensuring the smooth and efficient operations of the entire area.

 Offer assistance and provides need/sought information to guests and VIPs upon their arrival at the Lobby, planning for express Check-in them to their rooms.

 Report to management on deficiencies and irregularities noted in the operation  

 Maintain a thorough knowledge of the room rates, discounts, packages, hotel facilities, special events, etc.  

 Ensure that guest complaints are properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied. Solicits assistance from Management if needed   Maintain good knowledge of all corporate programs   

 Meet VIPs, SPG, Regular guests and long staying guests upon arrival and ensures their allocated accommodation is satisfactory   

 Responds immediately on medical requests and emergencies   

 Assist in investigating and resolving written guest complaints   

 Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests   

 Adhere to the hotel’s and emergency/crisis policies and procedures

 Be proactive in observing operational needs across the hotel, enlisting associates from other departments to assist in areas where business demands are higher.

 Effectively communicate and liaise with associates on all levels, understanding the importance of teamwork within hotel operations.

 Inspect VIP rooms prior to arrival, and meet and greet VIP/Guest History guests where required upon arrival.

 Supervise the management of inventory availability and blocking to ensure that each guest is accommodated according to their requirements, investigating any room discrepancies.

 Actively manage an oversold situation in accordance with hotel policy and procedure to ensure guest satisfaction.

 Coordinate the maintenance and utilization of the Guest History database, to ensure that loyal guests and VIP’s receive special attention.

 Demonstrate thorough knowledge of and encourage active selling all products, services and special events within the hotel, leading by example.

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