POSITION SUMMARY
- Supervise and support the Front Office: manage incoming phone calls, check voicemail, record messages, transfer calls, and address inquiries.
- Introduce rooms, provide information to customers, explain hotel facilities and services, collect guest contact information for relevant departments.
- Ensure the Front Desk staff perform complete check-in and check-out procedures efficiently, minimizing guest waiting time.
- Receive and handle complaints within the scope of authority, report to the Shift Manager if exceeding limits, document in logs, and monitor resolutions.
- Supervise and oversee proper visitor management: escort visitors when necessary, follow visitor registration procedures accurately.
- Inspect and oversee invoice preparation to prevent errors. Verify reports before submitting them to accounting.
- Check logbooks and wake-up call software.
- Assist guests with flight confirmations and other inquiries.
- Handle lost and found items, record findings following the correct procedure.
- Accurately note transportation arrangements for guest pick-ups and drop-offs.
- Supervise preparations for arriving guests and guests checking out the next day, ensuring attentiveness.
- Ensure cleanliness in the work area, lobby area, signs, and functioning equipment.
- Fulfill additional responsibilities/tasks assigned as needed.
QUALIFICATION
- Graduated from College or University with a major in Hotel and Restaurant Management, or Business Administration.
- Minimum of 1 year of experience in the same position within 4 to 5-star hotels.
- Computer proficiency: Basic IT skills or equivalent.
- Language: Fluent in English.