Administration• Go through the Incident Log and ensure necessary follow ups and problem resolutions are in place • Screen the arrival for VIPs and ensure that rooms are allocated and amenities assign as per the VIP level• Meet and great VIP upon arrival and departure • Answer and send emails following Sofitel email etiquettes • Prepare fact points for daily briefings and share it with the team during the briefing time • Assign employees to different job whenever it is considered necessary.• Update and follow up the Guest incident log• Coordinate with security department for any guest incident in the hotel• Be aware of all meeting and events in the hotel • Assisting Assistant / Front office manager in all administrative work Financial and Revenue Responsibilities• Maximising the hotel revenue through up selling of rooms and promoting Food and beverage outlets • Ensuring that all guests provide deposit / guarantee upon arrival and during the stay• Minimizing the rebates and lost of revenue • Checking and signing the GSO audit and ensuring all supporting documents are attached Training and Human Resources • Maximize the potential of ambassadors by through training programs. Identify training based on departmental needs. • Work closely with the staff and do on job training. • Create a positive and relaxed working environment and develop team work. • Take action to eliminate potential problems and unhealthy practices. • Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimisation.• Treat complaints of harassment and discrimination promptly and confidentially.• Treat customers and colleagues from all cultural groups with respect and sensitivity.• Identify and deal with issues which may cause cross cultural conflict or misunderstanding.

Administration• Go through the Incident Log and ensure necessary follow ups and problem resolutions are in place • Screen the arrival for VIPs and ensure that rooms are allocated and amenities assign as per the VIP level• Meet and great VIP upon arrival and departure • Answer and send emails following Sofitel email etiquettes • Prepare fact points for daily briefings and share it with the team during the briefing time • Assign employees to different job whenever it is considered necessary.• Update and follow up the Guest incident log• Coordinate with security department for any guest incident in the hotel• Be aware of all meeting and events in the hotel • Assisting Assistant / Front office manager in all administrative work Financial and Revenue Responsibilities• Maximising the hotel revenue through up selling of rooms and promoting Food and beverage outlets • Ensuring that all guests provide deposit / guarantee upon arrival and during the stay• Minimizing the rebates and lost of revenue • Checking and signing the GSO audit and ensuring all supporting documents are attached Training and Human Resources • Maximize the potential of ambassadors by through training programs. Identify training based on departmental needs. • Work closely with the staff and do on job training. • Create a positive and relaxed working environment and develop team work. • Take action to eliminate potential problems and unhealthy practices. • Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimisation.• Treat complaints of harassment and discrimination promptly and confidentially.• Treat customers and colleagues from all cultural groups with respect and sensitivity.• Identify and deal with issues which may cause cross cultural conflict or misunderstanding.

Direct and oversee all hotel operations during the night shift to ensure guest satisfaction and safety.Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate.Maintain a professional and high quality service oriented environment at all times.Act as manager on duty for the hotel in the absence of the Front Office Manager dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.Manage the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments.Must actively participate in the decision making process on guest relocation for nights when over capacity, execute accordingly and ensure a smooth relocation process. This effort must be coordinated with the Front Office Manager and/or Manager on Duty prior to shift start.Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, assigning nightly work, conducting training, conducting counselings and evaluations and delivering recognition and also reward.Ensure the accurate completion of the daily night audit in a timely fashion. Must be able to perform the full night audit if needed.Oversee preparation of daily summary reports.Assist the Front Office Manager in implementing and enforcing financial controls throughout the department, helping with control of operating expenses, scheduling and purchasing.Should Show Initiative, Problem Solving, Staff Training, Team Leading.Work closely with the Housekeeping Department to improve guest services and foster cross departmental communication.Be aware and able to enforce all fire-life-safety procedures. Report any suspicious persons, activities and/or hazardous conditions to the Security department and/or the Front Office Manager.

* Oversee general operation of the hotel when the Director of Rooms or Front Desk Manager is not present.* Set the tone and example of guest service and guest satisfaction for all colleagues.* Has specific responsibility for overseeing specific shifts of the Front Desk. Checks the Bell/Door, Turndown and Night House Person lists.* Participates in the managing, overseeing and training the Front desk personnel.* Acts as a liaison with the Front Desk Manager and/or DOR concerning Front Desk colleagues.* Does daily check of the previous day‚s work, i.e. posting, deposits, cash reports and petty cash reports.* Handles guest incidents in reporting via Home Office and contacting the Risk Manager for guidance on claims reporting to carrier. Ensures that processing of all incidents is done timely. * Works with FOM and Safety Team Leader on all safety related issues.* Oversees the Door/Bell staff in the absence of a Valet Supervisor (if applicable) and/or Front Desk Manager or DOR.* Meets weekly with the Front Desk Manager, if applicable, or DOR to discuss projects, progress and items that need resolution.SUPERVISORY RESPONSIBILITIESManages all Front Desk, Door/Bell and Night House Person. Is responsible for the overall direction, coordination and supervision of these areas. Carries out supervisory responsibilities in accordance with the organization‚s policies and applicable laws. Responsibilities include training colleagues; planning, assigning and directing work; appraising performance with the FOM/DOR, rewarding and addressing performance/conduct issues with FOM/DOR and resolving problems.

- To consistently provide thoughtful, caring and sincere service- To lead and supervise the Front Office team in all aspects of the department and ensure service standards are followed- To maximize revenues by upselling and following budget guidelines- To handle Guest concerns and react quickly, logging and notifying proper areas - Be fully competent in all reception and cashier duties- To balance operational and Colleague needs- To assist guests regarding hotel facilities in an informative and helpful way- To follow department policies, procedures and service standards- To follow all safety policies - Other duties

- Deliver excellent customer service, at all times- Assist in keeping the hotel reception area clean and tidy, at all times- Deal with all enquiries in a professional and courteous manner, in person, on the telephone or via e-mail- Administer all reservations, cancellations and no-shows, in line with company policy- Keep up to date with current promotions and hotel pricing, to provide information to guests, on request, while maximizing bedroom sales opportunities- Fulfill all reasonable requests from guests to ensure their comfort, satisfaction and safety- Conduct regular security checks throughout the day and report any security issues to line manager- Report any maintenance issues immediately to line manager, including all furniture, fittings and equipment- Provide reports, as required, for housekeepers and management- Be responsible for evacuation, in cases of emergency, acting as first point of contact for guests and the emergency services- Maintain personal knowledge by completing in-house training and workbooks- Always adhere to all company policies and procedures and licensing laws- Be involved and contribute at team meetings- Carry out instructions given by the management team and head office

- Greeting Guests, Checking them into their rooms, & Cashiering- Stocking Linens and Supplies at Front Desk and in other areas of hotel for the following day- Responding to Emergencies such as guest medical issues, criminal activities that require police, power outages, plumbing issues, shoveling snow, etc.)- Running daily credit card transactions through a settlement process- Recording daily room occupancy and rate totals- Recording revenue totals for cash, checks, and credit card transactions- Generating automated accounting reports for the manager's review- Handling 3rd party reservations and ensuring proper processing- Settling Corporate Accounts and sending reports to those entities for billing purposes- Running the computer back-up systems- Ensuring proper video monitoring for surveillance and processing

-Maintain an inventory of vacancies, reservations and room assignments-Register arriving guests and assign rooms-Answer enquiries regarding hotel services and registration by letter, by telephone and inperson, provide information about services available in the community and respond toguests' complaints-Compile and check daily record sheets, guest accounts, receipts and vouchers usingcomputerized or manual systems-Assist the F.O. Manager by overseeing the responsibilities of the Front Office Staff.-Ensuring that the guests are being served in a professional and a competent manner.full understanding of software system and assist with reservations.-Assists Front Office Clerks by checking guests in and out of the hotel.-Gives directions to hotel facilities, rooms and local area attractions.-Provides for a safe work environment by following all safety and security procedures andrules.-Ensures proper staffing levels of Front Office Clerks by assisting the Front OfficeManager in preparing weekly schedule and maintaining proper documentation.-Assists the Front Office Manager by handling special requests, group blocking and unusualcircumstances.-Trains all new Front Office Clerks.