Supervising all team member in daily basisEnsuring smooth check in and check out processEnsuring guest satisfaction by aware to their special request, and other arrangementCollaborate with other department e.g. Housekeeping to ensure room readiness, Food and Beverage to ensure all the VIP amenities are delivered accordingly and Engineering to ensure all defect for vacant or occupied room were handled with top service recovery to the guestHandles complaints and day to day problem… Show more Supervising all team member in daily basisEnsuring smooth check in and check out processEnsuring guest satisfaction by aware to their special request, and other arrangementCollaborate with other department e.g. Housekeeping to ensure room readiness, Food and Beverage to ensure all the VIP amenities are delivered accordingly and Engineering to ensure all defect for vacant or occupied room were handled with top service recovery to the guestHandles complaints and day to day problem encountered by the hotel, managing conflict between guest and the hotel or even between team memberSupervising staffing level to ensure the department’ operation running at its top performancesSupervising day to day performance by front desk staff, e.g. Enrollment for new member, Upselling courtesy call to the specific guest.Supervising front office performance on guest satisfaction survey, discus s with Front Office Manager and deliver the cause and prevention to the team memberSupport the development need by training and coachingBrings issues regarding team satisfaction to the department head or human resourcesUnderstanding employee discipline procedureManage and follow up all the payment procedure to reduce debt and rebate Show less

iGrad Executive Management Program is a management trainee build by IHG, this is 18 months learning program. In the first 6 months I learnt in the 4 different areas in this business, Rooms Division, Food and Beverage, Sales and Marketing and Administrative. In this first phase I have the opportunity to learnt about how each functions within the hotel contribute to the success of the business, by rotating to each area, not only gaining knowledge about each section responsibility but also I have… Show more iGrad Executive Management Program is a management trainee build by IHG, this is 18 months learning program. In the first 6 months I learnt in the 4 different areas in this business, Rooms Division, Food and Beverage, Sales and Marketing and Administrative. In this first phase I have the opportunity to learnt about how each functions within the hotel contribute to the success of the business, by rotating to each area, not only gaining knowledge about each section responsibility but also I have the opportunity to familiarize with the team member. In this phase I coached by General Manager, the coaching scheduled every month.After I taste each department role and responsibility, I have to choose my own path for the next step, and I chose Rooms Division (Front Office Specialization), I have done 26 weeks in the supervisory level program that allow me to learnt deeper in the department I chose. I have my own job description to ensure I gain skill and knowledge really deep and quick, I did both coaching and online training provided by the Hotel. I start to make an action plans to support the department goal and running the duty shift just like other team member, at the end of this phase I expected to be comfortable at supervising others team member, I learnt interpersonal skills not only to the team member but also to the customer.In the last phase, I empowered by my department head to do the duty manager role, I start working as a leader to achieve success of the department, not only done the duty shift as a Duty Manager and Night Manager I also have special project. Show less

1 Month as a Concierge1 Month as a Front Desk Agent1 Month as a Horizon Club Attendant3 Months as Room Attendant