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    Mgr-front desk - Kuala Lumpur, Malaysia - Courtyard By Marriott

    Courtyard By Marriott
    Courtyard By Marriott Kuala Lumpur, Malaysia

    2 weeks ago

    Default job background
    Full time
    Description
    Job summaryAssisting the Front Office Manager in managing the front office department and supervising staff Ensuring efficient check-in and check-out processes Maximizing guest and employee satisfaction and improving department's financial performanceJob seniority: entry levelResponsibilities

    • Maintain customer service and front office goals
    • Manage daily operations and meet customer expectations
    • Handle complaints and disputes
    • Supervise staff and ensure operational and financial goals are met
    • Communicate regularly with employees to establish business goals and recognize performance
    • Understand department operations and their impact on overall financial goals
    • Support front office team management
    • Encourage trust, respect, and cooperation among team members
    • Lead and manage staff
    • Supervise all areas of the front desk in the absence of Front Office Manager or Assistant Front Office Manager
    • Ensure excellent customer service
    • Provide exceptional service and meet customer expectations
    • Respond to and handle customer issues and complaints
    • Set a positive example for customer relations
    • Empower staff to provide excellent customer service
    • Observe staff's service behaviors and provide feedback
    • Interact with guests to obtain feedback on product quality and service levels
    • Ensure employees understand customer service expectations and factors
    • Interact with guests and obtain feedback on product quality and service levels
    • Emphasize guest satisfaction during all department meetings and focus on continuous improvement
    • Manage policies and procedures
    • Implement customer recognition/service plan and ensure adherence
    • Train and supervise compliance with all credit policies and procedures
    • Supervise daily sales programs to maximize room revenue and control hotel occupancy
    • Supervise front desk shift operations and ensure compliance with all policies, standards, and procedures
    • Ensure fair and consistent application of hotel policies, conduct disciplinary procedures and document according to standards and local operating procedures
    • Support HR activities
    • Support development needs of others and assist in their knowledge or skill enhancement
    • Solicit employee feedback and review employee satisfaction results to identify and address issues
    • Assist in interviewing and hiring team members with appropriate skills
    • Support department orientation training program to ensure proper new employee training for successful job performance
    • Participate in progressive disciplinary procedures
    • Other responsibilities
    • Provide information to supervisors, colleagues, and subordinates through telephone, written form, email, or in person
    • Analyze information and evaluate results to choose the best solution and resolve issues
    • Keep executives, colleagues, and subordinates informed and/or updated on relevant information
    • Perform all front desk duties when necessary
    • Implement front desk shifts when necessary
    • Conduct department meetings and continuously communicate clear and consistent information about front desk goals and expected performanceRequirements
    • High school diploma or GED; 2 years of guest services, front desk, or related professional experience
    • OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality Management, Business Administration, or related major; no work experience required
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