1. Guest Experience & Service Standards
- Operate the Front Office Department during day and night shifts efficiently, profitably, and in line with service standards.
- Ensure Legendary Quality Experience (LQE) Standards are fully implemented, maintained, and exceeded to meet and surpass guest expectations.
- Arrange guest book-outs in accordance with MOHG policy, ensuring complete guest satisfaction.
- Ensure all guests are escorted to their rooms by Front Desk Agents.
- Handle guest complaints and comments tactfully, ensuring effective service recovery.
2. Revenue & Operational Management
- Assist the Front Office Manager in maximizing room yields by encouraging Front Desk Agents to upsell proactively.
- Monitor service delivery through LQE and Richey action plans.
- Manage the Infor Hotel Management System (HMS): ensure accurate data input, maintain configurations, control access levels, and issue passwords.
- Ensure proper staffing levels are maintained at all times.
- Delegate duties to Front Desk Agents and ensure work processes follow a logical order.
3. Leadership & Colleague Development
- Promote efficient inter-departmental communication to strengthen teamwork.
- Monitor the successful implementation of Total Training Concept and Legendary Service Training at the Front Desk.
- Encourage colleague development and foster a positive working environment.
- Maintain very high standards of grooming, hygiene, behavior, and professionalism among colleagues.
4. Safety, Compliance & Additional Duties
- Ensure all health and safety standards are maintained, monitored, and compliant to support 100% in MOHG audits.
- Cooperate with other departments to ensure smooth daily operations.
- Perform any other reasonable duties assigned by the Front Office Manager.
- Fans of MO performance well (Enrolments, Member stay and Premium Active Member).
