Duties and Responsibilities

• To ensure comfort and satisfaction of hotel guests through liaising between them and other departments.
• To be fully acquainted the hotel operation as a whole.
• To take on the responsibility of checking maintenance, cleanliness and the safety of the property and to uphold employee discipline.
• To act in the best interest of the guests, shareholders, employees and property and their well-being, when it is called for.

General

• To greet and farewell all SA/TT/TP guests and to check that accommodation and amenities are in order prior to arrival of SA/TT guests.
• To handle guest complaints diligently and professionally and to always give good feedback to the guests, whom they should see off on departure.
• To follow up any special requests from guests as per instructions received from morning meetings or elsewhere.
• To observe and patrol all areas of the hotel and to seek out and put forward ideas as to where improvements may be made, in the log book.
• To report in the Assistant Manager’s log book incidents which required the Management attention and follow up with decisions made when necessary.
• To follow up daily “FLAG” report issued by Reception Department.
• To carry out regular inspections of guest’s rooms using the check list.
• To perform duties such as key control, shops, and lost & found.
• To enforce the hotel credit policy by monitoring requests for paid-outs, cash advance and personal cheque.
• To screen credit letters to in-house guests to decide whether it is justified to be sent and to be first in the line of contact when discussing matters of credit with any guests.
• To liaise with Security at all times to prevent “undesirable” situations and to monitor “visitor” to ensure safety of personnel, guests and property.
• To be fully acquainted with the Fire Evacuation and Bomb Evacuation Procedures, and to implement necessary actions accordingly if required.
• To conduct random spot-checks on the efficiency and quality of service of the Room Service Department.
• To ensure coverage of Telephone Department and to be familiar with all the duties of the department.
• To be responsible for handling guest lost & found and to liaise with Housekeeping Department.
• To inspect hotel cars daily to ensure they are clean and in good state of repair and to check the uniform and appearance of drivers.
• To constantly check on employee appearance i.e. grooming, uniform and wearing of name badge and fan pin.
• To regularly patrol hotel premises to ensure fire safety regulations and Health and Safety practices are being adhered to.
• To read and initial incoming facsimiles and emails for after office hours and to take action when necessary.
• To suggest ways to improve the efficiency of the operations that will benefit clients.
• To suggest ways of maximizing and increasing sales and / or yield in revenue centers.
• To suggest methods of reducing costs without affecting the level of service or quality of products for guests.
• To propose and initiate when approved, new services and products for guests.
• To perform any other reasonable duties as required by Department Heads.
• To perform daily Hotel list.
• To handle ad hoc projects as designated by Hotel Manager.
• To attend meetings as required.
• To observe hotel policies and standards at all times.
• Perform any tasks as assigned by the Management.