Reception Duty Manager

**(For Malaysian Applicant only)**

1. To ensure that all sections under his/her supervision are successful and as independent profit center as possible, ensuring maximum guest satisfaction consistent with the hotel standard

2. To act as a liaison between the guests and the management

3. To provide day-to-day supervision, direction and leadership to all Front Office personnel

4. To represent Senior Management during their absence and being entirely responsible for the continuous running of the Front Office Department

5. To acts as an ambassador for the hotel and dealing constantly with the hotel guests to ensure their comfort and well being at all times

6. To assist the Assistant Front Office Manager & Front Office Manager in handling the daily operation of the front office department which includes the Reception Desk, Guest Experience, Concierge, Telephone Operator, Night Auditor and any other relevant department whenever required

7. Responsible for staff discipline in the absence of department heads and reporting any irregularities in a timely manner to the superior

8. To assist with any inquiries or guest requests in a proactive and positive approach so that hotel guests can experience a high level of service which is expected from a world-class five star deluxe resort

**Financial Responsibilities**:
1. To be able to effectively interpret financial results in regards to revenue, payroll, costs and expenses

2. To monitor cost and expense control systems and procedures to achieve the budgeted operating results set by the Financial Director and General Manager

3. To be able to take corrective measures and actions to ensure highest possible profitability

4. To maximize revenues through pro-active action rather than re-active

**Operational Responsibilities**:
1. To verify personally and frequently that guests are receiving the best possible service available at any times

2. To schedule himself / herself to be in the lobby / at the counter during peak operation hours, checking on standards of services and cleanliness

3. To greet and assist in the check in of guests and escorting VIP’s to the room

4. To constantly strive pleasing all guests that he/she may come into contact with

5. To be responsible that employees project professionalism and are well trained and provide friendly and efficient service

6. To ensure a speedy telephone and message service at all times

7. To maintain an atmosphere of tranquility at the Front Desk, never giving the impression that there is a problem

8. To provide functional assistance to reception and other front office areas

9. To assist in other areas of the hotel when operationally required, as long as the Front Desk service is not compromised

10. To report directly and in a timely manner to the Assistant Front Office Manager & Front Office Manager all emergencies and serious incidents i.e. Death or Fire

11. To ensure that regular guests and other VIP's receive special attention and recognition by the associates

12. To do spot checks on cleanliness and orderliness of the lobby and other public areas

13. To maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees

14. To attend to all guest complaints immediately and initiating corrective actions. It is imperative that all complaints are handled promptly to ensure guest satisfaction and the protection of the hotel interests

15. To act as security during their absence, with the aim to prevent any incidents. This includes dealing with theft, accidents, break and enter or any other incident that may occur. Detailed incident/accident reports are to be completed at the time and distributed to the concerned department head

16. To ensure that all assets and information are handled at all times with confidentiality and integrity

17. To focus during periods / times of high occupancy on the movements in the lobby.

18. To check and be knowledgeable about all functions and movements taking place, organizing for meet & greet of the visiting dignitary with higher management and to co-ordinate with the concierge in regards to traffic flow and setting up red / yellow carpet

19. To escort and assist visitors on tours of the hotel as required

20. To inform guests of all relevant hotel facilities and services by upselling and maximizing revenues

21. To update at the commencement of each shift on all in house VIP's, arriving VIP's and events as part of the daily shift handover briefing

22. To enter full details of any incidents in the guest comment sheet, noting times and names of any persons involved. To follow up on all incidents to ensure nothing remains undone

23. To open safe deposit boxes left locked by guests after their check out or during their stay upon guest request (forgotten password or malfunction)

24. To assist in the opening of guest room doors when hotel key card system for guest entrance door is dysfunctional and verifying identify before g