Reception Manager

2 weeks ago


Kuala Lumpur, Malaysia Mandarin Oriental Hotel Group Full time

**Position**: RECEPTION MANAGER (Full time #535523)

**Property / Office**: Mandarin Oriental, Kuala Lumpur

**Location**: Kuala Lumpur, Malaysia

**RECEPTION MANAGER**

**Summary**

Reception Manager will report to the Front Office Manager and forms part of the Front Office leadership team who collectively delivers exceptional guest experiences. The primary responsibilities is to provide supervision, direction and leadership for the Front Desk in accordance with the objectives, performance and quality standards established. To be fully conversant with the hotel operations as a whole.

We are looking for individuals who have an exceptional knowledge of the Front Office operation and are able to demonstrate a strong work ethic and people-management skills.

**The Role of the Reception Manager**
- Greet, bid farewell and monitor movement of all VIP guests
- Handles guest complaints diligently and professionally and provide good feedback to the guests whom you should see off on departure
- Ensures rooms assignments for FIT/ Group are according to the guest preferences and be involved in detailing any special arrangements pertaining to accommodation before or after and during stay
- Ensures a smooth operation for check in and check out
- To monitor Pending PM City Ledger to minimize outstanding charges
- Ensure all Front Desk colleagues are well versed in Property Management System with the most up-to-date functionality
- Report in the Duty Manager’s Log, incidents which requires Management’s attention and follow up with decisions made
- Maximize room revenue and occupancy by effectively controlling rates, availability and drive up-selling skills to enhance budgeted ARR
- Clarifies duties and responsibilities of Front Desk and ensure work flow are in a logical and good order
- Ensures proper manning to maximize productivity and business demands
- Ensures that LQE, MO Pillars, policies, mission, vision and IMS objectives and targets are followed through
- Control and analyze departmental costs to ensure performance is within budget on monthly profit and loss review
- Perform all aspects of personnel and training functions, including hiring, performance appraisals, counseling, coaching, disciplinary action, monitor performance, etc.
- Enforce the hotel’s credit policy by monitoring requests for paid-outs, cash advances, personal cheques and credit limits

**Key Functions - Reception Manager**
- Greet, bid farewell, monitor and coordinate movement of all VIP guests
- Handles guest complaints diligently and professionally and provide good feedback to the guests on satisfaction
- Follows up on any special requests form guests as per instructions received from Front Office Manager and higher management
- Responsible for the night audit process
- Reports in the Duty Manager’s Log, any incidents for the Management’s attention and follow up with decisions made
- Enforces the hotel’s credit policy by monitoring requests for paid-outs, cash advances and personal cheques
- Checks high balance report of in-house guests, monitors credit limits and be the first line of contact when discussing matters on credit with guests
- To perform Night Audit process
- Responsible for handling lost and found (valuables only) by maintaining detailed records and liaising with Housekeeping
- Organizes Duty Manager’ s meeting with FOM to discuss any operational matters
- Patrols the Hotel premises regularly to ensure safety and security practices are being strictly adhered to
- Be well versed with accident and incident reporting procedures and takes an active role in being a liaison person to assist guest on such issues
- Be well versed with the emergency preparedness procedures and takes appropriate actions in the role of an ERT member
- Assists in conducting site inspections during weekend, public holidays and when necessary
- Ensures Lobby Management strictly and in the areas of Guest Relations, Front Desk and Concierge

**Preferred Qualifications And Skills**
- Degree or Diploma in Hospitality Management from leading hotel schools
- Minimum 5 years working experience in hospitality or tourism related industry, preferably in Front Office operations of deluxe international properties
- Minimum 3 years in a managerial level in a deluxe international property
- CPR/AED and First Aid certified
- Excellent communication skills
- Strong leadership skills and well versed in the entire Front Office operation
- Ability to focus attention on guest needs, remaining calm and courteous at all times
- Passionate, committed and meticulous

Learn more about what it is like to work at Mandarin Oriental Hotel Group, visit us:
**_Malaysia work authorization is required for this position._**

**Advertised**: 19 Jun 2023 Singapore Standard Time
**Applications close**: 01 Aug 2023 Singapore Standard Time


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