Assisting the Front Office Manager in leading and managing all sections of the Front Desk in order to ensure the highest standards of service in accordance with the policies, procedures and Kempinski Standards.
They are also responsible for up-selling rooms to maximize the room revenue. Their job responsibilities are the extension of the Front Office Manager’s tasks related to the front desk to ensure continuity and maintenance of standards.
- Direct front desk operation such as checking in, checking out and providing guest assistance whilst ensuring compliance with all front office policies, procedures, standards and focus on guest’s satisfaction and needs.
- Participate in the development, implementation and review of the policies, procedures, practices and standards.
- Select, train, develop, schedules and manage the performance of direct subordinates to ensure the efficient running of front desk operations.
- Maximize hotel revenue by controlling room inventory, group blocking, and packages, up selling.
- Maintain high visibility during peak periods in order to ensure smooth running of operations, promote good public relations, take corrective actions and handle customers’ complaints to ensure their satisfaction.
- Greet VIP guests upon their arrival and escort them to their room. Establish good rapport and offer assistance for the duration of their stay.
- Coordinate front desk duties with various departments such as Executive Office, Housekeeping, Sales and Marketing, Engineering and Security to ensure that all guests are given friendly and caring service from their arrival until their departure according to Kempinski Standards in a safe and secure environment.
- Identify training needs, plans training activities and oversee their implementation for all front desk sections. Follows up to ensure compliance and efficiency of training activities.
- Assist in the preparation of the annual budget and manning guide and manage within budgetary guidelines.
- Keep abreast of all emergency procedures, hotel promotions, product knowledge, VIP arrivals, upcoming events and brief direct subordinates accordingly so that all front office staff are able to answer guest requests and questions.
- Accomplished a set of administrative duties such as leading and attending meetings, writing reports and memos and other specific duties related to the job function.
- Indonesian citizen, with at least 2 years in managerial role within a luxury hotel environment
- Strong knowledge of Front Office operations, including guest check-in / check-out procedure, room allocation, cash handling, and guest service standards
- Excellent leadership and people management skills with the ability to motivate, coach, develop team member
- Proven ability to handle guest complaints and guest recovery professional while ensuring exceptional guest satisfaction
- Proficient in Property Management System, preferably Opera Cloud / Opera PMS
- Ability to analyze operational reports and implement continuous improvements to enhance guest experience and operational efficiency