Job Summary:

• Planning and organizing special event, large groups, incentives and festive promotions. 
• Assists in the development, interpretation and implementation of work schedules, rules and regulations for the front office staff and personnel
• Ensures that Front Office Department is managed efficiently according to the established concept statement, 
• Providing a courteous, professional, efficient and flexible service at all times, following the hotel’s Operating Standards.
• Interacts regularly with guests/patrons (especially with regular/repeat guests) and ascertains satisfaction with the services. 
• Handles all guest queries and complaints in the Front Department and resolves them for maximum guest satisfaction
• Works with the training department to ensure that required training are conducted as per schedule and that the training objectives are met. 
• Ensures that listed team members participate in such training modules and mandatory training programs and attain the required certifications.
• Assess and provide ongoing performance feedback to all levels of team members
• Managing overtime and labor productivity
• Implement, review, and revise training programs for Front Office departments

Skills on Resume: 

• Event Planning and Organization (Hard Skills)
• Leadership and Team Management (Hard Skills)
• Efficient Department Management (Hard Skills)
• Customer Service (Soft Skills)
• Problem Resolution (Hard Skills)
• Training Coordination (Hard Skills)
• Performance Management (Soft Skills)
• Resource Management (Hard Skills)

Job Summary:

• Assist with the smooth and efficient running of the Hotel Operation and all related Guest Services, 
• Achieving maximum sales and guest satisfaction whilst adhering to the standard of service required by the hotel. 
• Provide care and assistance to guests during stay, and deliver professional service recovery
• Ensure, through effective supervision, that all operational services function with the utmost efficiency. 
• Report any shortcomings and recommend appropriate or corrective action to the Director of Rooms/ Hotel Manager
• Meet and escort all arriving VIPs and ensure that needs are satisfied, luggage is swiftly sent to rooms
• Establish any special requests.
• Entertain regular and potential clients as requested by the Resident Manager
• Implement an efficient method for standard quality checks in all operational departments as per LQA standards
• Ensure that all VIP rooms are checked prior to the arrival of the guest
• Conduct regular room inspections and liaise with the Housekeeping Department on deviation from standard set-ups.

Skills on Resume: 

• Customer Service Excellence (Soft Skills)
• Communication Skills (Soft Skills)
• Problem-solving Skills (Soft Skills)
• Leadership and Supervision (Hard Skills)
• Attention to Detail (Soft Skills)
• VIP Management (Hard Skills)
• Hospitality Etiquette (Soft Skills)
• Collaboration and Coordination (Soft Skills)

Job Summary:

• Ensure smooth operation on a daily basis.
• Assist Front Office Manager to lead the team to maintain a high standard of service.
• Prepare reports including but not limited to room occupancy and revenue data.
• Solicit guest feedback in order to enhance the hotel's performance.
• Create an exceptional experience for all hotel guests.
• Handles guest complaints promptly and efficiently
• Oversee all daily activities of Front Office operation
• Control the availability of rooms, room types, accuracy of room count and rate categories
• Ensure that the guest registration, checkout, and mail services are handled efficiently, promptly and courteously in accordance with the hotel’s policy and procedures
• Effectively handle all guest complaints and implement long-term solutions where possible. 
• Follow up on any outstanding issues and make sure service recovery is provided

Skills on Resume: 

• Communication Skills (Soft Skills)
• Leadership Abilities (Soft Skills)
• Analytical Skills (Hard Skills)
• Customer Service Orientation (Soft Skills)
• Problem-Solving Skills (Hard Skills)
• Attention to Detail (Hard Skills)
• Time Management (Soft Skills)
• Adaptability (Soft Skills)

Job Summary:

• Responsible to the Front Desk Office Manager for successful performance of assigned duties.
• Responsible for the supervision and performance of Guest Service Agents, Rooms Control Agents, Night Auditors, and Bell Persons.
• Oversee the daily operation of services for the hotel room operations and the execution of deposits and billing.
• Address all guest service needs and resolve any service-related problems or issues.
• Assist front office staff in understanding guests' ever-changing needs and expectations.
• Knowledge of guests' needs assessments and quality standards for service.
• Order supplies to ensure proper par levels.
• Monitor team performance on an ongoing basis.
• Establish and maintain effective channels of communication with team members.
• Perform all administrative duties as necessary including attendance records and coaching and counseling.
• Address and follow through with all departmental maintenance and equipment needs.

Skills on Resume: 

• Leadership and Supervision (Soft Skills)
• Customer Service (Soft Skills)
• Communication Skills (Soft Skills)
• Problem-Solving (Hard Skills)
• Organizational Skills (Hard Skills)
• Adaptability (Soft Skills)
• Performance Management (Soft Skills)
• Attention to Detail (Hard Skills)

• Assist in managing the budget for the Front Office.
• Ensure the safety and security of employees and customers.
• Maintain the highest occupancy level working closely with sales and revenue management regarding group bookings and occupancy and rating-related trends.
• Achieve measurable goals to ensure the highest level of guest service/satisfaction.
• Review staffing levels to maintain budgeted levels of employment.
• Delegate authorized and assigned responsibilities.
• Participate in the hiring process of Front Office staff to ensure best selection.
• Review room activities and promotional status with Hotel leadership.
• Meet with departmental directors and managers
• Extend complimentary in accordance with the property comp matrix.
• Resolving escalated guests' issues
• Creating, revising, implementing, and supervising procedural aspects of guest services
• Creating expectations and holding employees accountable for actions

Skills on Resume: 

• Budget Management (Hard Skills)
• Safety and Security (Hard Skills)
• Occupancy Management (Hard Skills)
• Guest Satisfaction (Soft Skills)
• Staffing Optimization (Hard Skills)
• Delegation and Supervision (Soft Skills)
• Recruitment (Hard Skills)
• Communication and Leadership (Soft Skills)

Job Summary:

• Maintain, develop, and exceed customer satisfaction and expectations.
• Deal with customer complaints or seek assistance
• Take ownership of all guest queries and respond in an efficient and timely manner.
• Ensure that resolutions in terms of complaints/issues are put in place to ensure continuous improvement
• Engage and support the team in the delivery and/or journey to 9/10 in guest scores
• Monitoring guest feedback and scores and put improvements in place.
• Understanding and practical use of the property management system (Opera)
• Monitor and audit the reservations entered on a daily basis, and ensure all reservations are processed in a timely fashion.
• Assist the Sales Manager with bookings and any other admin for the corporate guests
• Maintain guest ledger accounts
• Involves daily check of rates via RMS system IDEAs in line with company rate strategies

Skills on Resume: 

• Customer Service Excellence (Soft Skills)
• Ownership and Accountability (Soft Skills)
• Team Engagement and Support (Soft Skills)
• Feedback Management (Soft Skills)
• Property Management System (Opera) (Hard Skills)
• Reservation Monitoring and Audit (Hard Skills)
• Sales Support (Hard Skills)
• Financial Management (Hard Skills)

Job Summary:

• Conduct monthly meetings with staff to communicate incentive programs, 
• Implement new products and procedures, and discuss areas of opportunities, special events, etc.
• Create a positive environment
• Supervise procedural aspects of the hotel's Guest services
• Maintain presence during peak traffic periods
• Placement of various audit systems to ensure standards
• Develop and implement a manager-on-duty program
• Make profit improvement recommendations to the manager
• Serve on the Emergency Response Team and Act as MOD
• Office setting, with overhead lighting and comfortable ventilation
• Train, supervise, coach and counsel employees
• Empower employees to improve guest satisfaction and product quality
• Communicate within departments and overall property operational needs and requirements

Skills on Resume: 

• Effective Communication (Soft Skills)
• Leadership and Management (Soft Skills)
• Organizational Skills (Hard Skills)
• Analytical Thinking (Hard Skills)
• Emergency Response and Crisis Management (Soft Skills)
• Interdepartmental Communication (Soft Skills)
• Training and Development (Soft Skills)
• Adaptability (Soft Skills)