• Assist the Front Office Manager in ensuring the smooth and efficient overall day-to-day operations of the Front Desk . • Oversee Bell and Door staff in the absence of their department head. • Provide excellent customer service per the standards of the hotel, and assist in situations to ensure customer satisfaction. • Ensure department adherence to company policies, procedures and standards to ensure that guest expectations are exceeded. • Assist in providing staff with ongoing coaching, training and development. • Coordinate hotel emergency procedures within the scope of defined plans. • Approves the working schedule for the front office attendants and submits them to front office manager. • Approves and sign for allowances, rebates etc., as required by Front Office Cashier. • Assigns and Approves Duty roster for all Front desk staffs.

• Deliver excellent customer service and maintain a high standard of customer management, at all times • Fulfill all reasonable requests from guests, to ensure their comfort, satisfaction and safety • Ensure that our hotels are operated safely, at all times • Undertake overnight responsibility for reception, checking guests in and out, taking reservations and dealing with all telephone enquiries • Maintain knowledge of all company promotions and hotel pricing, to provide information to guests, on request • Be responsible for evacuation, in cases of emergency, acting as first point of contact for guests and the emergency services; be accountable for guests’ safety and comfort • Be involved and contribute at team meetings • Carry out instructions given by the management team and head office.

Directly supervised all front office personnel and ensured proper completion of all front office duties; coordinated the activities of the front desk, reservations, guest services, and telephone areas. • Prepared monthly reports and budget for front office department. • Analyzed rate variance, monitored credit report and maintained close observation of daily house count. • Monitored high balance guest and undertook appropriate actions. • Ensured

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