Coordinate the Front Office Manager
- Perform supervision of the lobby department's operations in the hotel, ensuring that work positions adhere to procedures and are efficient.
- Check the list of VIP rooms and group arrivals for the day.
- Coordinate the preparation for welcoming VIP guests and groups.
- Personally inspect the preparation and setup of rooms for VIP guests.
- Personally welcome and accommodate VIP guests and groups staying at the hotel according to appropriate protocols.
- Check and ensure that all letters, parcels, messages, etc., are promptly delivered to guests.
Resolve customer requests and complaints
- Receive customer requests and complaints and coordinate with relevant departments to promptly respond and resolve them to ensure customer satisfaction.
- Promptly report incidents beyond authority or ability to resolve to superiors.
- Record the content of requests and complaints that occur during working shifts in the logbook.
Inspect the operations of various areas within the hotel
- During your shift, perform inspections of the various areas within the hotel, such as meeting rooms, restaurants, bars, swimming pools, IT rooms, hallways, etc.
- This is to promptly identify any issues that may arise and take swift action to address them.
- Ensure that the areas are opened and closed according to the prescribed schedule.
Provide guidance and training to staff
- Directly or instructively provide job training and guidance to new hotel staff members.
- Participate in assigned training courses to enhance the skills and knowledge of hotel staff.
Other tasks
- Encourage customers to provide feedback on the quality of hotel services, paying attention to specific comments and opinions for verification and appropriate adjustments.
- Hold shift handover meetings with other shift managers before and after each shift to discuss any specific issues that occurred during the shift.
- Regularly coordinate with relevant departments to conduct a comprehensive inspection of the entire hotel, particularly issues related to the electrical system, machinery, and equipment.
- Participate in training courses to enhance professional skills when provided with opportunities by the hotel.
- Prepare work reports according to regulations and attend all relevant meetings.
- Perform other tasks as requested by superiors