• Identify and implement the most effective methods to measure the quality of various levels and roles throughout the Hospitality Support Centres.• Develops and initiates standards and methods for inspection and evaluation.• Directs workers in quality assurance inspection and testing, to assure that establishment and regulatory standards are met.• Evaluate and assign work to staff and monitor performance and productivity daily with a focus on improving the work processes through greater efficiencies and effectiveness. • Produce quality results along with recommendations for continuous improvement. • Selects calls/ service requests for performance evaluation in a random fashion to provide a valid sampling representative of overall performance levels.• Initiates & suggests plans to motivate workers to achieve work goals.• Analyses and assists workers in solving work problems.• Suggests and implements changes in working conditions and use of equipment to increase safety and efficiency.• Meet with the department heads to address issues and problems.

• Prepare or update employment records related to hiring, transferring, promoting, and terminating.• Process employees’ queries and respond in a timely manner.• Maintain records of employee participation in all training and development programs.• Coordinate with front office to arrange staff transportation from/to airport.• Prepare & keep record of monthly payroll report.• Administer health insurance programs.• Contact with travel agencies to issue/modify staff air tickets.• Inspect Staff accommodation to insure standards are met.

• Responsible leader and trainer to front office team ensuring they are mentored supported and empowered to provide the highest quality of service at all times.• Maximize room revenue and occupancy by reviewing status daily. Analyse rate variance, maintain close observation of selling status of the house daily.• Review customer satisfaction through surveys, social media, and direct customer contact.• Review daily front office work and activity reports generated by Night Audit.• Oversee the workload and schedule of the front desk team, assign tasks and responsibilities as needed.• Assist in all interviewing, hiring, training of front desk agents, ensuring that they meet the standards of service.• Assure all staff remains up-to-date and familiar with procedures, activities, local attractions, current events and other information in order to provide accurate information.• Handle complaints and specific customers’ requests.

• Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behavior.• Gives the instructions to the Night Reception, during the high occupancy periods, regarding walk-in guests and release room blocked because of no-shows• Co-ordinates with all departments concerned in order to maintain Front Office functions properly.• Meet and greet VIP Guests and major corporate clients upon arrival• Handles guest complaints and other related problems and reports on the Assistant Manager’s log book.• Handle, record and follow through with management issues or emergencies that arise

• Supervise daily shift process ensuring all team members adhere to standard operating procedures.• Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.• Ascertain that all check-in and check-out procedures are properly handled, and manage any issues in real time• Build strong relationships and liaise with all other department's especially housekeeping, reservations etc.• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.• Assist all departments in servicing the guests during high volume periods.• Prepare a daily & monthly revenue and occupancy reports.• Allocate rooms to expected arrivals after checking the guest's preferences and special requests.• Ensure Front office logbook and hotel logbook is always updated and actioned upon.• Takes responsibility in the absence of the Front office manager• Ensure outstanding customer care at all times.• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.• Performs other duties as assigned, requested or deemed necessary by management.• Ensure your shift team have a current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events.• Participate in hotel committees and task force assignments.• Maintain the professional appearance of the Front Desk with a focus on hospitality and Guest service.

• Hold monthly department meetings keeping staff informed of all activities in the hotel, reinforcing Standards of Excellence and promoting a strong team atmosphere and culture• Assign tasks and ensure all staff positions are covered for duration of shift• Evaluates the job performance of each front office employee.• Maintains working relationships and communicates with all departments.• Resolves guest problems quickly, efficiently, and courteously.• Works within the allocated budget for the front office.• Prepare performance reports related to front office.• Maximize room revenue and occupancy by reviewing status daily.• Prepare revenue and occupancy forecasting.• Recruit and train new employees according to hotel standards and policies.• Review Front office logbook and Guest feedback forms on a daily basis.• Monitor stock and order office supplies.• Troubleshooting emergencies.• Keep updated records of office expenses and costs.• Ensure company’s policies and security requirements are met.

• Supervise all Front Desk employees ensuring guests are taken care of in a professional and friendly manner.• Check House Count to establish selling strategy for the shift. Monitoring it regularly during the shift and responding to any change.• Maintain effective communication with all related departments to ensure smooth service delivery.• Receive guests in a professional and friendly manner, satisfying guest expectations from arrival through to departure.• Ensure that all arrivals, departures, no-shows, extensions, amendments and OPERA related matters are performed in a timely manner in order to avoid further confusion.• Maintain an up to date knowledge of hotel and local services, supply information, and respond to guest queries.• Perform all front desk related responsibilities and duties when assigned or required.• Ensure daily all forms of communication are used to full capacity and relevant information is handed over to the next shift throughout the shift and briefings. • Ensure that all concerned departments are informed in regards of room moves, no-shows, early arrivals, special requests, repeat guests or other guest preferences.

• Ascertain that all check-in and check-out procedures are properly handled, and manage any issues in real time• Keeping front desk tidy and presentable with all necessary material.• Greeting and welcoming guests as they approach the front desk.• Answering questions and addressing complaints.• Perform other clerical receptionist duties such as filing, photocopying, transcribing and faxing• Welcoming on-site guests, determine nature of the business, and announces guest to appropriate personnel.• Answering incoming telephone calls, determining the purpose of callers, and forwarding calls to appropriate personnel or department.• Taking and delivering messages or transferring calls to voicemail when appropriate personnel is unavailable.• Sort and distribute incoming mails and handle outgoing emails.• To build a good rapport with all guests and resolve any complaints/issues quickly to maintain high-quality customer service. • Deal with guest requests to ensure a comfortable and pleasant stay.• Handle guest inquiry for hotel room reservation thru phone ,email,fax,etc. in a timely manner.•Process the reservations by entering the information accurately in PMS.•Ensure revenue is maximized by up selling guest rooms and recommending hotel facilities..

• Properly handled all check-in and check-out procedures, and manage any issues.• Keep up to date with room prices and special offers to provide accurate information to guests.• Answering questions about organization and provides callers with address, directions, and other information requested.• Ensure that all reservations and cancellations are processed efficiently.• Answer all incoming calls and redirect them or keep messages.• Receive letters, packages etc. and distribute them.• Coordinate office activities & Arrange appointments.

• Receiving visitors at the front desk by greeting, welcoming, directing and announcing them appropriately.• Handled all check-in and check-out procedures.• Undertake general office duties, including correspondence, emails, filing and switchboard, to ensure the smooth running of the reception area.• Maintain reception area clean and organized.• Monitor office supplies and place orders when necessary.• Answer phones and operate a switchboard.• Receiving and sorting daily mail.

• Visit potential customers for new business. • Gaining a clear understanding of customers' businesses and requirements.• Provide customers with quotations.• Negotiate the terms of an agreement and close sales.• Identify new markets and business opportunities.• Record sales and report it to the sales department.