Summary of Responsibilities:
The main responsibilities and tasks of this position are as listed below but not limited to these:
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- Assign sufficient manning to cater for daily operational needs
- Planning of group movement/arrivals/departures and ensuring operational efficiency
- Ensure smooth running of driveway and traffic flow in particular during heavy check-in/out of groups arrival/departure and functions/events in hotels
- Liaise and coordinate with Convention Organizer to ensure efficient error free handling of group luggage and deliveries as well as smooth traffic flow at driveway
- Plan and review rosters to ensure productivity goals are met
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- Lead the Guest Services team to personalize the guest arrival/departure experience
- Conduct audit checks on colleagues service standards and ensure compliance with hotel standards
- Personal involvement in the arrival rooming and departure of key/VIP guests
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- Presence at lobby and driveway at critical guest flow time
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- Presence at lobby and driveway at critical guest flow time
- Planning reviewing training monitoring evaluation and counseling of employees
- Counseling and disciplinary action for colleagues non-compliance with procedures and behavior
- Attend any department and operational meetings
- Attend to emergency situations
- Handling and investigation of guest requests/complaints
Qualifications :
- Teritary education in any discipline and hotel related experience
- Minimum 2 years experience in supervisory position in the service industry
- English with knowledge of second language preferred
- Knowledge of Opera system and other related sub-systems interfaced to the PABX and/or the hotels computer system
- Knowledge of operations of Bell Concierge & Valet operations
- Knowledge of processes and procedures of delivery systems. Currently SSM/RSM
- Communication skills for all levels of colleagues/guests confident clear English
- Interpersonal skills to deal with guests and colleague issues
- Posses leadership qualities
- Leads to constantly improve the guest service experience
- Willingness to embrace changes and new technology
- A team player guest focused and service oriented attitude
Remote Work :
No
Employment Type :
Full-time