1.Leads and motivates team members by leading by example and employing competent and consistent management practices.
2.Takes responsibility of the hotel as the Duty Manager in the absence of the Guest Service Manager/ Assistant Front Office / Front Office Manager.
3.Lead Front Desk and Concierge team to achieve proper targets including upselling, HHonors Enrollment and SALT score.
4.Actively takes part in training the team, facilitating formal training sessions and on the job training to ensure that all team members are of the same standard. Also attends training where and when required
5.Acts as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.
6.Maintains discipline amongst team members, ensuring consistency in accordance with the team member handbook, Chinese Labor Law and HR guidelines. Distributes appropriate discipline when and where required.
7.Is involved with succession planning and development of high potential team members to ensure that all team members are trained to progress to the next level of their career.
8.Contributes to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
9.Responsible for the smooth induction and facilitation of training for new team members, ensuring that they are trained to the minimum level standard and that they can competently complete their job and that they know what is expected of them.
10.Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.
11.Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, HHonors and Frequent Flyer Number enquired about, and method of payment secured.
12.Handles complaints promptly and efficiently, taking the necessary action, and informing the Guest Relations Manager for follow up, where appropriate. Follows up with all guests to ensure satisfaction with problem resolution.
13.Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation.