Front Office Duty Manager

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The St. Regis Kuala Lumpur

Posted

Job description

The St. Regis brand first established luxury hospitality more than 110 years ago, with the opening of the St. Regis New York. From the moment John Jacob Astor IV opened the doors of his Beaux-Arts masterpiece on New York’s Fifth Avenue, St. Regis has stood as a symbol of uncompromising elegance and bespoke service. Today, with more than 40 of the best addresses around the world, St. Regis is a place where trends are born, boundaries are broken and guests can simply live exquisite. We invite you to explore careers at St. Regis.

JOB SUMMARY

 

Assists in the smooth and efficient running of Front Office within Rooms & Residences. Ensuring the Front Office team maintain high standards of service to maximize guests’ satisfaction & smooth hotel operation. Act as guest contact point in absence of the hotel Senior Management Assist the Assistant Front Office Manager with all aspects of departmental operations, making business decisions for the unit in the absence of thereof, taking into account the Hotel’s philosophies, standards and procedures. Conduct their duties in a courteous, safe and efficient manner, in accordance with the hotel’s policies and procedures, ensuring that a high level of service is maintained.

Responsibilities:

  • Greet and welcome guests upon arrival. Register guests and enter the information immediately into the computer. Verify reservation, address and credit information. Promote the Starwood Preferred Guest Program and provide recognition and benefits to all present members.
  • To greet, meet and send off VIPs.
  • To ensure comfort and satisfaction of all hotel guests by liaising with guests and other departments, whenever required.
  • Be involved with the check-in / check-out process and identify, register as well as escort guests to their rooms. Make corrections or adjustments to the seamless check-in / check-out procedure if necessary.
  • Takes reservations at the desk directly and enters them in the system. Offers email or fax confirmation.
  • Handle and follow up complaints in order to ensure guest satisfaction, but always bear in mind the interest of the hotel.
  • Provide Executive Committees and department heads with reports of all incidents. Take action to avoid repetition of any incidents, accidents, thefts or complaints.
  • Active member of Emergency Response Team (ERT) policies, procedures, goals and objectives to include guest and associate safety and health, protection of all hotel and guest property, and all relevant legislated requirements. 
  • To conduct site inspection after normal office hours when no sales associate is available. 
  • Coordinate Front Office operations during shift, including Front Desk and Concierge to ensure guest service excellence and adherence to The St. Regis standards and procedures at all times.
  • Effectively communicate and liaise with associates on all levels, understanding the importance of teamwork within hotel operations.
  • Supervise the management of inventory availability and blocking to ensure that each guest is accommodated according to their requirements, investigating any room discrepancies.
  • Actively manage an oversold situation in accordance with hotel policy and procedure to ensure guest satisfaction.
  • Coordinate the maintenance and utilization of the StarGuest database, to ensure that loyal guests and VIP’s receive special attention.
  • Demonstrate thorough knowledge of and encourage active selling all products, services and special events within the hotel, leading by example.
  • Ensure adherence to hotel credit procedures and policies at all times, leading by example.
  • Maintain cash float and accurately handle monies at all times
  • Review all in-house accounts to ensure correct room rates are charged and authorize rebates/credits to guest’s accounts as necessary.
  • Act in the capacity of Night Manager.
  • Ensure that computer saves, backup reports are regularly done and assist in maintenance of all Information and Communication systems, to provide guest service excellence within a safe working environment.
  • Be fully conversant and efficient in the operation of switchboard and other related equipment, such as paging system, two-way radios, emergency phones, guestroom equipment operation, call accounting and hotel channel.
  • Ensure that all Front Office associates are motivated and trained in the correct method of Front Office service, assisting with the maintenance of standards and procedures, training, certification and performance appraisals.
  • Assist with associate scheduling and rostering to provide adequate coverage of shifts.
  • Maintain manpower and materials cost control measures.
  • Recommend new policies and procedures in relation to improvement of guest service standards and the achievement of departmental and hotel strategic goals.
  • Receive absentee calls and ensure appropriate Department Heads are notified.
  • Deputize for Assistant Front Office Manager in his/her absence and attend meetings as requested.
  • Maintain daily logbook and conduct informative handover to next shift ensuring that all relevant information is passed on clearly and that relevant managers are notified as necessary.
  • Be competent in the safe management of a fire or other emergency situation, taking responsibility for an emergency evacuation procedure as required.
  • Perform any other duties and projects as assigned by AFOM, FOM and DOR.
  • Personally ensure compliance with all relevant Workplace Health & Safety and Occupational Health & Safety legislation, and related The St. Regis Kuala Lumpur.
  • Undertake other duties as requested by Department Head and Hotel Management.
 
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

Requirements

See description

Job type
Full-time
Location
Kuala Lumpur Sentral, Kuala Lumpur, Malaysia
Department
Rooms division
Starting in
As soon as possible

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