- Follow up any outstanding issues and make sure service recovery is provided
AI-generated summary of what this role requires — see the full description below for the employer's original text.
- Ensure that the guest registration, checkout, and mail services are handled efficiently, promptly and courteously in accordance with the hotel’s policy and procedures
- Manage and maximize occupancy, revenue, and average rate while maintaining high service standards via the up-selling programs within the department
- Effectively handle all guest complaints and implements long term solutions where possible. Follow up any outstanding issues and make sure service recovery is provided
- Review guest feedback from different platforms. Drive outstanding result from TripAdvisor by reviewing current service standard and implement new initiative when necessary
- Initiates the implementation of new Front Office Standards & Procedures in keeping with brand direction
- Conduct development and performance reviews, identifying key personnel for further development and structured career path
- Perform adhoc job tasks assigned by the hotel management
- Minimum 5 years of Front Office experience with at least 3 years supervisory experience, preferably gained from hospitality or related service industry
- Familiar with Opera Cloud System
- Excellent command of spoken English and Putonghua
- Good training skills and communications skills