Manager, Front Office
Kerzner International
- Desaru, Johor
- Permanent
- Full-time
- Ensure that all services offered in the Front Office are always available and are carried out with the utmost efficiency and courtesy to effectively handle and resolve any guest problems or complaints as per the guidelines established and documented in the Rooms Operations Manual.
- Undertake duty management shifts as required, including night shifts, and assume responsibility in the absence of senior management in all matters concerning the safety, security, and well-being of hotel guests to effectively handle and resolve any guest issue and maintain operations at the required quality level.
- Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out from the Front Office.
- Assist the sales team in controlling peak periods, resolving conflicts in bookings, changing dates and facilities for guests/groups to support the satisfaction of client needs according to the standards and processes of the Group.
- Plan and implement effective up-selling activities to support the maximum room revenue through effective rate management.
- Review expected arrival rooms to ensure that rooms are arranged as per the preference of each guest and amenities placed prior to the guest arrival.
- Liaise closely with all relevant Departments about servicing and handling of incoming groups, while meet and welcome regular and VIP guests in accordance with One&Only Guest Recognition Programmes and protocol.
- Meet regularly with the Front Office Supervisors to review the operation of the department to ensure smooth co-ordination and communication.
- Manage the day-to-day operations of the Front Office providing guidance, encouraging teamwork and facilitating related professional work processes in order to achieve high performance standards and liaise with internal and external parties at the appropriate levels to ensure smooth flow of operations.
- Bachelor, Hotel Management, or similar discipline
- At least 2 years' management experience in similar role managing a team in 5-star luxury hotel environment.
- Speaks English fluently (Bilingual skills would be an added plus)
- Experience in Opera PMS, Microsoft Office
- Good verbal and written communication skills
- Passion for customer care
- Excellent interpersonal and Guest management skills, strong business communication skills
- Ability to work under pressure and react quickly.
- Analytical skills. Ability to identify reasonable solutions quickly.
- Flexibility with shift patterns to ensure support across operational hours. Flexibility in terms of additional overtime as and when required.