Ø To assist the Front Office Management in the smooth and efficient
operation of the Front Office Department and all related guest services;
achieving maximum sales and guest satisfaction, and adhering to the standards
of service required by the Hotel.
Ø To hand-on and supervise that all Front Desk services are carried
out with the utmost efficiency and standard Hotel policies and procedures.
(Check-in & out/ handle inquiries/ guest requests/ shuttle services/
transportation / telephone/ recreation/ cashiering, etc.
Ø To handle guest comments or complaints, in accordance with the hotel
policy, reporting all comments/complaints to the management by logging into
Duty Manager Shift Report.
Ø To dedicate full efforts and commitment as to ensure smooth running
of the front desk operation and the Front Office Department as a whole.
Ø To handle and meet group/event organizer, to handle group
check-in/out, cashiering, billings, special request and amendment. To ensure
the payment is promptly follow-up and follow through. Closing of Group
Permanent Folio (PM) on the day of group departure.
Ø To constantly strive to pleased all guests with whom he/she may come
into contact during working hours and whilst on hotel property.
Ø Assigning of room to all arrival bookings (FIT/GIT) of the day and
liaise with all departments concerned, giving more attention to those bookings
with a special requests, CIP/VIP arrival, Japanese set up (for Japanese guest)
Ø To assists and handle FIT check-in/out as required especially when
running at low manpower at front desk.
Ø To ensure that issuing and control of guest room keys, guest safe deposit
keys are strictly adhere to and responsible for Operation keys (i.e.: Block
Master Key/Duty Manager Safe Box Key and others departmental keys as per stated
in Duty Manager Key Control Book)
Ø To make regular room inspection and liaise with Housekeeping
Department on deviation from standard set-ups.
Ø To liaise with the Front Office Assistants/Supervisor on all
outstanding accounts for departing guest.
Ø To maximize the revenue on room sales and to do up selling for
walk-in and potential guest.
Ø To handle individual F.I.T and Group checkouts according to standard
procedures and ensure that charges are accurate and complete.
Ø To ensure that all charges are immediately posted to the respective
Ø To ensure that travel agent vouchers, credit cards and account
instruction are valid.
Ø To exchange foreign currency and travellers’ cheque for in-house
guests, while safeguarding against counterfeit money. To guard against any
fraudulent exchange of currency. Currency exchange is not available for non
Ø To ensure all cash deposit collected by your goodself and the front
office assistants (FOA)/supervisors (SFOA) are posted, receipt issued and cash
drop into hotel safe box before signing off from the shift.
Ø To ensure guest stay details, rate and guest ledger are accurate to
facilitate balancing at Closing Day.
Ø To check and ensure Rate Code and Market Code use are correct with
booking details and package offered before the end of Shift and Closing of the
Day. To identify and correct any errors when necessary by cross check with
Reservation Exec. Or Asst. Front Office Manager.
Ø To ensure and make every effort to avoid late charges and skippers,
to inform the Asst. Front Office Manager if they are discovered.
Ø To ensure that the issuing, accessing and closing of safety deposit
boxes is handled correctly at all times according to hotel policy.
Ø To ensure that all Front Desk Assistants/Supervisor prepare and
balance their cash reports and remittance envelopes at the end of shift.
Ø Prepare and balance cash report and remittance envelopes at the end
of shift and handle own cash float at balancing level. Witnessed by Duty
Manager on duty during shift drop process.
Ø Prepare daily/monthly reports as required.
Ø To attend meetings/morning briefing as assigned by Front Office
Manager when required.
Ø To assist and or deputize in any other job function in the Front
Office Department as may be required, and therefore to be fully acquainted with
the job description in order to carry out those responsibilities.