Summary
Date Posted: Monday, August 07 2023, Base Salary: Not Disclosed

JOB DETAILS:
Job Summary
Plan and supervise front office operations, and ensure efficient and excellent service delivery to achieve high guest satisfaction and positive feedback/rating in line with the MRH strategy and policies.

Responsibilities
• Plan and draw weekly/monthly staff shift schedules, train and ensure all team members adhere to standard operating procedures, and maintain personal hygiene and an immaculate presentation at all times.
• Supervise the front desk team and ensure timely response to guests and reservation requests on all booking platforms including telephone inquiries and make room reservations for confirmed guests to avoid overbooking and allocate rooms for expected arrivals.
• Welcome guests to the front office/lounge in a professional, cheerful, and calm demeanor, respond to guest inquiries and provide guests with information pertaining to the hotel amenities, and ensure their information is recorded and rooms allocated based on their preferences.
• Monitor the check-in process and ensure safety by following security procedures and report any suspicious activity or security concern to security and management on detection.
• Monitor and control access to safe deposit boxes and guest rooms.
• Builds strong working relationships and coordinates with all other departments especially Revenue and Business Development, Maintenance Section, ICT, and Housekeeping Section to ensure rooms are sold and excellent services are offered to guests.
• Liaise with housekeeping staff and/or maintenance staff when rooms are ready to be cleaned or repaired in preparation for a new guest or on a guest’s request.
• Cross-check billing instructions and ensure hotel charges are processed diligently to guests' accounts, invoices are accurate, billing instructions are verified, and all necessary supporting bills and vouchers are attached for settlement.
• Process guests’ payments and ensure payments are fully made, control cash transactions at the Front Desk and maintain a complete responsibility for payments made in line with the MRH credit policy.
• Ensure phone calls, wake-up calls, and messages for guests are handled in a prompt, efficient, and professional manner.
• Prepare and submit reports to management on the operations of the Front Office.

Requirements
Qualifications and skills
• Minimum of a higher Diploma in the disciplines of Hotel Management, Tourism & Hospitality Management, or a related field.
• A bachelor’s degree in any of the above disciplines is an added advantage.
• Four (4) years of progressive experience in Front Desk Operations in at least a 4-star hotel, 3 of which should have been in a supervisory role.
• Knowledge of Opera / Fidelio / other world Class Property Management Systems is required.
• Knowledge of principles behind excellent customer service
• Requires standing and working for extended hours occasionally.



Work Hours: 8

Experience in Months: 48

Level of Education: Associate Degree

Job application procedure
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