We are currently looking for 2 positive, energetic Front Office Shift Leaders who will demonstrate the essence of demonstrating an exceptional guest journey and are committed to taking care of the guests and therefore, must perform the following tasks to the highest standards:

• Receives guests in a professional and friendly manner, satisfying guest expectations from arrival through to Departure.
• Maintains effective communication with all related departments to ensure smooth service delivery.
• Maintains good working relationship with all Front Office employees
• Supervises all Front Desk employees ensuring guests are received in a professional and friendly manner.
• Greets guests on their arrival ensuring they feel expected and welcome.
• Ensures that the guest receives the accommodation he/she is expecting.
• Maintains an up-to-date knowledge of hotel and local services and supply information and respond to guest queries.
• Deals swiftly, efficiently and sensitively to guest complaints and follows through.
• Maintain awareness of guest profiles through the Opera guest profile system.
• Using eZee Front Office systems, processes accounts from check-in through to check-out, ensuring posting of food & beverage and ancillary charges.
• Receives payment by cash, cheque, credit card or account, adhering to company Credit Policy.
• Balance accounts of days business day end of shift.
• Complies with all laid down systems and procedures.
• Records all instances of refused business, with reasons for refusal.
• To check all city ledger bills at the end of shift to ensure that the billing and attachments are correct.
• Checks all shift reports with particular reference to Credit Check Report, Routing Instructions Report, Rate Discrepancy report and Housekeeping Discrepancy report.
• Maintains an up to date back up report during shift.
• Responsible for pre-shift team brief and end of shift handover.
• To have a full knowledge of daily, monthly and yearly targets.
• Maintains department notice board and ensure that all employees are aware of new issues.
• Supervises day to day function ensuring standards are adhered to.
• Ensures new employee, re-training and corrective training is carried out.
• Responsible for the maintenance and re-organization of SOP manual for the reception.
• Ensures high level of presentation by personnel.
• Maintains the reception logbook, filing system and stock/stationery.
• Ensures all reception employees adhere to all Hotel policies and procedures.

YOUR PROFILE

• completed vocational training in hotel industry
• a minimum of two-year professional experience in Front Office Operations
• familiar with Front Office related IT&T systems
• strong customer focus
• high level of emotional intelligence
• must be fluent in Thai and English
• other language skills are advantageous