Duty and Responsibility Addition from experienced in Sofitel To ensure average room rate at the right forecast Monitor closely the occupancy Customer service consolidation Refreshment training plan for all sections Monitor closely the departmental training Restructure the teams base on the market requirement Ripple effect is the method to success in the teams Overlooking the Hotel Operation while on Duty Respectively schedule meeting Room Division  Forecasting the occupancy monthly and yearly Budgeting the departmental Staff performance review Closely communicate to head of department refer to project monitoring Monthly meeting for Front Office Team to provide the feedback and correction  Monitoring closely the occupancy daily and be ready for any last minute booking Daily monitoring all the sections for check list in order to measure the standardize are implemented correctly VIP arrival action plan and delegate to superior level to be in role Empower the specific position to ensure the guest’s requirement are settled appropriately To monitor closely the profit and loss of the department and ready to adjustment if necessary Planning and training staff according to the project requirement To ensure the service right in the standard

Duty and Responsibility Forecasting the occupancy monthly and yearly Budgeting the departmental Staff performance review Closely communicate to head of department refer to project monitoring Monthly meeting for Front Office Team to provide the feedback and correction  Monitoring closely the occupancy daily and be ready for any last minute booking Daily monitoring all the sections for check list in order to measure the standardize are implemented correctly VIP arrival action plan and delegate to superior level to be in role Empower the specific position to ensure the guest’s requirement are settled appropriately To monitor closely the profit and loss of the department and ready to adjustment if necessary Planning and training staff according to the project requirement To ensure the service right in the standard

Duty and Responsibility To ensure the Front Office Operation smoothly and efficiency To ensure the Front Office Teams skill of proper communication To create the teams spirit for the teams as of the department model Training the teams any related skills in order to provide efficiency service Delegates the teams the task and follow up the operation at the right track To comply the hotel standard to the teams and implementation Feedback to the teams and the management referring the project to complete Closely to all the departments in order to manage the information flowing from top to bottom Evaluate the team performance as well as individual outstanding staff Report Daily comprehension and accurately tracking all the transaction Handling guest satisfaction and feedback the survey received from guest Membership implementation and execute according to the level of benefit to offer Monitor closely the membership targeting by corporate office

Duty and Responsibility To ensure the entire operation in the hotel are working properly smoothly. Representative of general manager and all the management. To ensure the safety for In-House guest during the night.  To ensure all the hotel compound are secure and properly control by their respective supervisor. To ensure all the reports are correctly and double check all the night audit prior to end of day closing in order to secure the revenue. To make any decision during the emergency case at night and flexible to solve the issue instead of the top management. To ensure the emergency device are completely in stock and easy to reach when needed (In case of fire or any treatment…etc.) To ensure the VIP arrival are proper check from A-Z and the profile are completely update. To ensure the check-out guest are completely checked the billing and ensure the billing instruction follow the supporting document. To ensure the credit limit for all the In-house guest in order to secure the guest’s balance and the guaranteed amount. To double check all the daily reports which is made by receptionist. To ensure all the staffs are operated their duty follow the company standardizes. First person to face and solve the problem at night within the job description.

Duty and Responsibility  To ensure the check in and check out is applied following the standard operation procedure.  To ensure the quality of service are carried out smoothly following the company standard. Administration task (Internet, Email and control the usage of administration equipment). To ensure that the reservation and correspondent are in placed and ready for check in as well as check out. Room assignment for daily basic and for one week in advance. To ensure the check list procedure are done for all the staffs during operation. To manage the staffing accordingly to the forecast and ready for all the situation. Conduct daily briefing for all the staffs in order to break through the communication and the latest update information. To assign daily task to staff for any specific comment (especially for VIP arrival and departure). Observe the staff activity. Find out the lack service we missed and raise up to next month training schedule. Conduct the monthly training for all the staffs. To ensure the best communication to all head department as well the staffs motivation Daily Report Room defect report Room recap report  VIP arrival report VIP departure report 3 days forecast report Night audit report Monthly report arrangement Guest Statistic VIP guest statistic Credit card transaction statistic Room defect statistic Monthly training schedule  Handling guest complaint Listen empathic Eye contact Find the root of the problem Contact to the related person to solve the problem Offer deadline to guest Follow up Apology to guest for the inconvenience caused Report to management Make guest profile for the experienced he/she had.