Guest Service - Manager

Berkomunikasi dalam Bahasa InggrisKoordinasi Tim

- To operate the Front Desk Department during day and night shift properly, efficiently and with profitability - To ensure that Legendary Quality Experience Standards are fully implemented, maintained and exceeded throughout Front Desk to meet and exceed our guests' expectations - To assist the Front Office Manager in maximizing room yields by encouraging the Front Desk Agents to upsell proactively - To arrange book-outs according to Mandarin Oriental Hotel Group policy and ensuring complete guest satisfaction - To ensure all guests are escorted to their rooms by the Front Desk Agents - To encourage efficient and effective inter-departmental communication in order to promote teamwork - To monitor service delivery by implementing LQE and Richey action plans - To monitor the successful implementation of the Total Training Concept and Legendary Service Training in Front Desk - To encourage colleague development and promote a positive working environment - To delegate duties and responsibilities to Front Desk Agents and ensure that work processes are in a logical order - To ensure proper staffing at all times - To ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of colleagues - To ensure that all health and safety company standards are maintained and carried out at all times. They must be monitored regularly to assist in scoring 100% on the MOHG health and safety audit - To handle the Springer Miller Systems Front Office system; ensuring correct data inputting and maintenance, control access levels, issue passwords and change configurations - To handle all guest complaints and comments relating to the department tactfully - To cooperate and coordinate teamwork with other departments - To perform any other reasonable duties as required by the Front Office Manager - 3 years Front Desk experience in a luxury hotel - 2 years experience in Front Desk Management in a luxury hotel - Excellent leadership skills and ability to motivate his/her team - Knowledge of computers and systems - Successful problem solving skills - Excellent ability to communicate written and spoken English and Indonesian - Good organizational skills - Outgoing and enthusiastic personality - Excellent overall communication skills - Ability to multi-task and work under pressure - Ability to stand for extended periods of time