Provide upscale guest service experiences for clients throughout their stayEnsure clients are properly greeted upon their arrivalMonitor daily bookings and ensure assigned rooms are prepared prior to check-inCoordinate luggage collection and storageOversee check-in and check-out procedures, including reservations and financial transactionsPromptly address guests’ requests, like in-room diningActively listen to and resolve complaintsEnsure special guests, like disabled people, elderly, children and VIPs, receive personalized servicesCoordinate and manage communication between guests and staff and follow up to ensure we resolve customer concernsInform clients of our hotel services, including breakfast and dining optionsPromote all hotel amenities, conveniences and programs offeredManage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating proceduresAppraise team’s performance and produce regular reportsLiaise with Housekeepers and Wait Staff to provide an overall comfortable guest experienceExamine daily duties, assign tasks and check on progressAnalyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratingsRecommend local tourist spots, including places to dine, shop and sight-seeEstablish friendly relationships with regular hotel clients

Assist the Front Office Manager to oversee the entire Front Office operation to maintain high standardsAssist the Front Office Manager to evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvementEnsure regular and VIP Guests are recognized and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty schemeMaximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilitiesAssist the Front Office Manager with setting departmental objectives, work schedules, budgets, policies, and proceduresMonitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamworkEnsure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practicesMaintain good communication and working relationships with all hotel departmentsMonitor staffing levels to meet cover business demandsConduct monthly communication meetings, in the absence of the Front Office Manager, and produce minutesAssist the Front Office Manager with staff performance issues in compliance with company policies and proceduresAssist the Front Office Manager with recruiting, managing, training and developing the Front Office teamAct in accordance with policies and procedures when working with front of house equipment and property management systems

Posts room charges and taxes to guest accounts.Processes guest charges voucher and credit card vouchers.Post charges to the guest accounts that have not been posted or were incurred on the night audit shift.Transfer charges and deposits to master accounts.Checks to see that all charges are assigned to the appropriate departments.To verify that all transactions performed at the front desk are supported by documentary evidence and signatures as necessary and that they have been correctly posted and allocated in to PMS system.To Verify that all charges posted from the POS Software, SPA software had reached the correct guest folios and also not missing.Prints up and files reservations for the next business day.Verifies all account postings and balances.Verifies that room rates are correct and posts those rates to guest accounts.Monitors the current status of coupon, discount, and other promotional programs.Is able to function as a front desk agent especially in terms of check-in and check-out procedures.Tracks room revenues, occupancy percentages, and other front office statistics.Prepares a summary of cash, check, and credit card activities.Summarizes results of operations for management.Check figures, postings, and documents for accuracy. Record, store, access, and/or analyze computerized financial information.Prepare of End of day procedure.Follow the End of Day / Night Audit Checklist (Must Read !).Must have complete knowledge of emergency procedures.Balance the day’s charges, making corrections as necessary.Performs wake-up calls.Run end of day process in property management software (PMS).

Achieve sales target and KPIs setAcquire comprehensive product knowledge on all SME productsClosing sales and assist in product set up during openingTakes charge of your own disciplinary issues and groomingEnsuring all zones are being covered and the products are displayed in proper manner and all cleanLook after the store’s cleanliness and participate in making sure store’s image is clean and impressiveProvide excellent customer service:-Approach every shoppers and serve walk-in customers to address their needsRecommend and share product benefits to customersConduct product demos on product usage to customers

Direct and coordinate the activities of all security personnel.Ensure that all security staff provides services that are above and beyond for customer satisfaction Ensure the safety and security of guest, staff, visitors and contractors at all times.Responsible to manage all safety & security, Fire Life Safety and food hygiene risks faced by the hotel.Record and notify all risks, deviations from hotels safety standards and any untoward incidents.Track departmental safety record and document medically treated and non-treated injuries.Oversees the claims process and protects company assets by closely monitoring the General Liability and Worker's Compensation cases.duties and schedule staff for balancing needs of the hotel and productivity standards. Monitor staff activity and coach subordinate performance.Watch for suspicious persons entering, exiting or loitering around the hotel public or guest areas.Follows up on all unusual activities in and around the property that would impair the well being of guests and employees.Ensure compliance with all security standards and preventative measures.Monitor and follows proper key control guidelines in loss prevention and in the property.Conduct investigations and compile reports on a timely manner for any theft, loss, accidents or any aspect that risk the safety of the hotel.Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.Develops and maintains a monthly checklist for all CCTV equipment, alarmed doors, and panic / duress alarms to ensure that they are fully functional.Implements action plans to monitor and control risk.Conduct regular walk through rounds for observing the entire hotel.Supervision of all Security Personnel and giving clear direction on all security related aspects.Interview, select, review and train new security officers according to hotels standards to maintain order throughout the hotel.

Posts room charges and taxes to guest accounts.Processes guest charges voucher and credit card vouchers.Post charges to the guest accounts that have not been posted or were incurred on the night audit shift.Transfer charges and deposits to master accounts.Checks to see that all charges are assigned to the appropriate departments.To verify that all transactions performed at the front desk are supported by documentary evidence and signatures as necessary and that they have been correctly posted and allocated in to PMS system.To Verify that all charges posted from the POS Software, SPA software had reached the correct guest folios and also not missing.Prints up and files reservations for the next business day.Verifies all account postings and balances.Verifies that room rates are correct and posts those rates to guest accounts.Monitors the current status of coupon, discount, and other promotional programs.Is able to function as a front desk agent especially in terms of check-in and check-out procedures.Tracks room revenues, occupancy percentages, and other front office statistics.Prepares a summary of cash, check, and credit card activities.Summarizes results of operations for management.Check figures, postings, and documents for accuracy. Record, store, access, and/or analyze computerized financial information.Prepare of End of day procedure.Follow the End of Day / Night Audit Checklist (Must Read !).Must have complete knowledge of emergency procedures.Balance the day’s charges, making corrections as necessary.Performs wake-up calls.Run end of day process in property management software (PMS).Understand principles of auditing, balancing, and closing out accounts.Knows how to operate PMS, typewriters, and other front office equipment's.Understand and knows how to perform check-in and check-out procedures.