Hotel Assistant Operation Manager

  • STEG Kuala Lumpur, No. 51, Jalan Tiong Nam, Off Jalan Raja Laut, 50350 Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
  • Apr 07, 2023
Full time Others

Job Description

  • Supports the successful execution of all operations in the hotel operations departments and outlets (may include Front Office, Housekeeping, Maintenance).
  • Communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures; disciplining Team Members.
  • Provides oversight to ensure that STEG standards and procedures are being followed in all operational departments.
  • Achieves guest services operational objectives by contributing information and recommendations to strategic plans and reviews, including but not limited to productivity, quality, customer-service standards, resolving problems, identifying trends and assisting with implementing change.
  • Attend and contribute to periodic meetings to maintain favorable working relationships among team members and promote maximum team morale, productivity, and efficiency.
  • Maintains a safe, secure, and healthy environment by establishing, following, and enforcing safety policies procedures, complying with legal regulations and investigations and reporting with Human Resources Department.
  • Enhances property reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  • Creates, maintains and audit reservations to ensure reservation accuracy and all guest requests are actioned accordingly.
  • Monitors guest surveys and reviews, contacting guests regarding service and product.
  • Monitors guest requests and coordinates with respective departments (Housekeeping, Maintenance, Sales, etc.) for successful and timely completion to STEG brand standards. Provides follow up with guests to ensure completion of requests to guest satisfaction.
  • Assist in handling scheduling, hiring and training for the operational departments, including but not limited to: Front Office, Housekeeping.
  • Ensures orientations for new team members are thorough and completed in a timely fashion
  • Fosters team growth through trainings, mentorship and career development.
  • Follows assigned checklists when supporting any operational department (Front Office, Housekeeping).
  • Inspecting Front Office, Housekeeping and Maintenance Departments with their respective staff's for cleanliness, ambience, service readiness and staff grooming.
  • Ensures lobby, all public space areas and outlets are maintained and functioning to STEG brand standards, including but not limited to overall cleanliness and presentation standards.
  • Assists with ordering and purchasing needs for the operational departments, including but not limited to Front Office, Housekeeping and Maintenance.
  • Investigates and handle complaints, disturbances, emergencies during shift.
  • Provides strong lobby presence to assist front office team members and guests.
  • Fosters and build relationships with new and existing clients.
  • Instills a calm, organised approach when interacting in stressful situations.
  • Fosters and maintains strong, positive relationships with team members across all departments through communication and regular face-to-face interaction.
  • Covers MOD shifts based on department leader rotations.
  • Performs other duties as assigned, requested or deemed necessary by Leadership Team.