Degree in hospitality / tourism management with at least 5 years work-related experience in front-office operation with at least 2 year in a supervisory position.
Assist superior to conduct Performance Appraisal and identify necessary training measures of respective team members
Makes recommendations to Superior on team members’ matters and promotions
Ensure that discipline prevails within the team and communicates any disciplinary issues to Superior / HR Manager
Act as a coach
Conduct on the job training on a regular basis
Follow up induction of new recruits
Ensures that discipline prevails within the team and communicates any disciplinary issues to Superior / HR Manager
Assist superior to:
Coordinate & supervise activities in his/her department
Ensure Guests’ / Repeaters’ satisfaction at all times and be totally aware of their preferences
Ensure that respective team projects a warm, professional and welcome image
Handle and monitor of guests complaints and the relevant follow up action required
Establish and maintain effective interpersonal relations and takes active interest in the welfare, safety & development of TM
Interact regularly with guest to obtain feedbacks for improvement
Ensure that the percentage of Guest questionnaire filled in are as per objectives set
Prepare and ensure that duty roster for the department is done such that there is complete coverage at all times and to minimize overtime costs
Follow up on punctuality, controls absenteeism and takes corrective actions where necessary
Ensure that there is a proper planning and control of annual leaves for the department
Promotes and attempt upsellings
Assist superior to:
Set the annual operating budget and ensures that it is strictly adhered to and managed on a monthly basis
Establish cost management plan
Manage Roster
Yield management
Manage Rooms allocation
Ensure that invoices to Guests are accurate
Manage cash float
Ensure respective TMs are operating as per Quality Management System
Ensure respective TMs are operating as per S&H regulations and policies
Ensure that contracted rates and offers are respected
Monitor all conciergerie activities (i.e. servicing and regular maintenance of vehicules, luggage mouvements…)
Checks list of arrivals, departures and billing of guests to ensure correct inputs
Assist superior to:
Plan allocation of rooms according to reports received from Head Office
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