DUTIES AND RESPONSIBILITIES:

• Fully responsible for all aspects of all departments.
• Ensure outstanding customer care at all times.
• Monitor all special guests and requests.
• Review daily front office work and activity.
• Allocate rooms to expected arrivals after checking the guests’ preferences and special requests.
• Ensure the premises are in operative condition to receive & serve the guests.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Conduct daily audit of all rooms.
• Prepare and implement all working schedules (shifts) for all staff.
• Monitor staff's daily attendance, working hours and holidays.
• Ensure implementation of all hotel policies and rules.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests and other employees.
• Ensure all installed equipment (such as TV, air conditioning, WiFi, invertor etc.) are working properly.
• Arrange repair and maintenance works when required or in timely manner.
• Conduct regular operations team meeting with all staff weekly to discuss routine operational matters, guests feedbacks and action taken for service recovery, and also any staff issues.
• Monitor the purchase / requisitions of each department, the accounts receivable (collection from debtors) and the accounts payable (payable to the vendors / suppliers etc).
• Maintain daily stock of the beverage (both in restaurant and store). Randomly inspect the stores (F & B / Kitchen) to check the stock in hand (quality, quantity, expiry etc).
• Deal with suppliers / vendors for quality and price.
• Inspect all department for cleanliness, ambience, service readiness, staff grooming & hospitality culture.
• Monitor the co-ordination between all departments for smooth & efficient operations.
• Assess and review customer satisfaction and service recovery process.
• Provide timely and constructive feedback to all staff when required either formally or informally.
• Monitor and maintain operation & overhead cost in order to maintain maximum revenue to the company.
• Be on available on call 24 hours a day to resolve any urgent problems on emergencies.
• Perform other duties as assigned, requested or deemed necessary by the management.
• As a manager you will be a role model, sharing your expertise and continually inspiring all the staff.

Source: Merojob

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