Duties & Responsibilities

• Assign and instruct Guest Service Agents in details of work. Observe performance and encourage improvement. Monitor lobby traffic to make staffing adjustments accordingly.
• Manage front desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel. 
• Resolve customer complaints by conducting thorough research of the situation and the most effective resolution. 
• Communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance with Cinnamon Standards.
• Perform all duties assigned professionally.
• Complete daily checklists of duties, to assure that appropriate reports are filed, and use analysis and judgment skills when preparing room discrepancy report.
• Pre-allocate all VIP’s rooms and make sure all VIP rooms are inspected, and at the same time to ensure amenities are delivered to the correct rooms.
• Prepare daily forecast of expected arrivals and departures using analysis and judgment skills.
• Respond promptly to guest requests for a supervisor of manager.
• Maintain and update guest history and marketing database as laid down in the Front office procedures.
• Ensure all Duty shift procedures are being carried out and recorded on the shift checklist.
• Ensure supervised is punctual and correctly dressed and that the reception desk is covered by at least one person at all times.
• Ensure that a detailed hand over is carried out between shifts including the volume of business, special guests, tasks to be clarified/completed and any special events that are taking place.
• Ensure a high level of product knowledge of the hotel and the local area, and know what is happening in the hotel.
• Ensure our customers receive a fast, efficient and friendly check in and check out, Preparation and co-ordination of group arrivals/departures.
• Ensure a high level of liaison is maintained between front Office and all other departments within the hotel.
• Ensure all customers’ queries or requests are handled in a polite, efficient manner and a high level of customer service is consistently maintained.
• Guarantee the tidiness and cleanliness of the reception area.
• Take regular part in meetings.
• Maximization of room sales and revenue for the hotel by ensuring a sales attitude is adopted at all times and an awareness of all sales opportunities within the hotel is maintained.
• Comply with all company policies relating to Front Office & Comply with all systems and procedures as laid down by the Front Office Manager.
• Ensure the GSM / AFOM is kept fully aware of any relevant feedback from either the customers or other departments.
• Maintain regular contact with frequent guests and all VIP guests of the Hotel.
• Ensure a good performance-oriented working environment within the department and motivate the staff.
• Check that standards are maintained by targeted training.
• Recognize training requirements; assist in developing training plans and training courses for employees.
• Detailed knowledge of the fire, safety and evacuation procedures of the hotel.

Person Specifications

Qualifications

• An excellent command of the English language.
• Minimum of 3-5 years’ experience as a Guest Service Officer / Executive, preferably in a five-star property.
• Excellent interpersonal and communication skills.
• Ability to operate in a computerized environment with a thorough knowledge in MS Office packages.
• Having a diploma or professional qualification in Hospitality Management will be an added advantage.
   

Asian Hotels and properties PLC – Cinnamon
10 Aug 2023

Closing Date: 2023/08/31