Assistant Room Division Manager
5 months ago
**Assistant Room Division Manager**
**Key Accountability Areas**
Will be responsible for the supervision of the day-to-day operation of the accommodation, maintaining high standards of accuracy and customer satisfaction to all guests and maximization of financial performance, guest satisfaction and staff development.
**Leading Room Operations Team**
- Verifies that goals are being translated to the team as they relate to guest tracking and productivity
- Creates and nurtures a property environment that emphasise motivation, empowerment, teamwork, continuous improvement, and a passion for providing service
- Understands employee and guest satisfaction results and developing game plans to attack need areas and expand on the strengths
- Verifies that the team has the capabilities to meet expectations
- Participates in the development of short term (monthly) and long term (yearly) financial and operational plans for the property which support the overall objectives of the company
- Assist Operations Manager with the execution of marketing, sales and operational activities producing results that meet or exceed the business plan
- Maintain reservation systems
- Ensure the efficient and effective operation of the Accommodation, Reservations and Housekeeping department
- Supervise and assist staff with knowledge and experience in key hotel operation fundamentals and maintains product and service quality standards
- Oversee customer feedbacks and resolve guest problems quickly, efficiently, and courteously
- Responsible for overall hotels operation including planning, developing activities and monitor staff performance
- Liaise with other Departmental managers, suppliers, and customers as necessary
- Properly handle and resolve guest complaints and emergencies effectively to ensure consistent guest satisfaction
- Participate in meetings, training & development, and planning activities relevant to the work area
- Able to meet the deadlines and ensuring accuracy of works
- Leads by example demonstrating self-confidence, energy, and enthusiasm
- Assists employees in understanding guests' ever-changing needs and expectations, and exceeding them
**Managing Property Rooms Operations Functions**
- Responsible for managing the execution of all operations in the rooms area departments (e.g., Maintenance, Housekeeping)
- Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters
- Takes proactive approaches when dealing with employee concerns
- Ensure cleanliness standard are maintained
- Always extends professionalism and courtesy to employees
- Communicates/updates all goals and results with employees
- Meets monthly with staff on a one-to-one basis
- Assists/teaches the team scheduling against guest and hours/occupied room goals
- Undertake other reasonable duties consistent with the classification of the position and in line with the principle of multiskilling
**Managing and Monitoring Activities that Affect the Guest Experience**
- Understands the brand's service culture
- Provides excellent customer service by being readily available/approachable for all guests
- Strives to continually improve guest and employee satisfaction
- Takes proactive approaches when dealing with guest concerns
- Always extends professionalism and courtesy to guests
- Responds timely to customer service department request
- Verifies that all team members meet or exceed all hospitality requirements
- Performs other duties, as assigned, to meet business needs
**Conducting Human Resources Activities**
- Interviews and assists in making hiring decisions
- Receives hiring recommendations from team supervisors
- Verifies that orientations for new team members are thorough and completed in a timely fashion
- Solicits employee feedback, utilizes an "open door" policy, and reviews employee satisfaction results to identify and address employee problems or concerns
- To ensure all SOPs of training manuals are up to date and all staff are trained
- Celebrates successes and publicly recognizes the contributions of team members
**Job Types**: Full-time, Permanent
**Salary**: RM3,200.00 - RM4,200.00 per month
**Benefits**:
- Additional leave
- Free parking
- Maternity leave
- Meal provided
- Opportunities for promotion
- Parental leave
- Professional development
Schedule:
- Afternoon shift
- Day shift
- Evening shift
- Night shift
- Rotational shift
- Weekend jobs
Supplemental pay types:
- Performance bonus
Ability to commute/relocate:
- Old Klang: Reliably commute or planning to relocate before starting work (required)
Application Question(s):
- Do you familiar with Ezee system?
**Experience**:
- Front Office: 1 year (preferred)
- Housekeeping: 1 year (preferred)
Shift availability:
- Day Shift (preferred)
- Night Shift (preferred)
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