Summary of Position
Manages the operations for the Front Office on the overnight shift, exceeding guest expectations and ensuring efficient operations. Provides regular updates and detailed reports to the FOM and Executive Team. Responds promptly and courteously to guest requests and complaints, taking appropriate action to ensure guest satisfaction. Coordinates shift duties, assign tasks, and conducts regular checks to maintain standards and address any issues.
Role & Responsibility
- Acts as the Manager on Duty of the overnight shift. Is responsible for the security and safety of all guests and staff on the overnight shift. Is Knowledgeable on all emergency procedures and can executive these procedures in emergency situations.
- Delivers an exceptional Guest Experience. Regularly interacts with guests to gather feedback on products and services, addresses guest complaints, and responds to online feedback. Manages guest complaints by listening, empathizing, analyzing, and ensuring appropriate service recovery.
- Oversees overnight operations, completes check-ins/outs, reviews guest credit and folios, checks billing instructions, performs date roll, creates reports for distribution and prepares check-out and arrival reservations for the following day.
- Has a deep understanding of all support departments and understands all roles to cover duties if needed.
- Provides training and ensures smooth communication within the team.
Qualification & Requirement
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2+ years of front-line operations experience in a five-star hotel or full-service property, including working with a team and assisting guests.
Knowledge & Skill
- Willing and able to work exclusively overnight hours, including weekends and holidays. Must be extremely dependable and punctual.
- Handles stressful, high-pressure situations effectively, with excellent guest service skills and problem-solving abilities.
- Works well individually with little or no supervision. Ability to make decisions with little or no guidance.
- Bilingual with a driver's license and knowledge of OPERA (PMS).
To Apply
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