Your duties and responsibilities include:

• Develop, review and update the policies and procedures for Front Office operations and Housekeeping Department;
• Conduct and support on-going Training programs for the team, especially On-the-Job Training;
• Ensure that the established quality standard and high level of work performance are maintained, including grooming and conduct standards;
• Proactively handle guests' feedback in a professional manner, ensuring resolution to guest satisfaction;
• Ensure consistent high standard of recognition for all guests;
• Plan and prepare work schedule for all sections and ensure adequate daily manning according to the Hotel's occupancy;
• Implement and maintain Front Office procedures, systems and controls and training programs to foster a culture of efficiency and professionalism;
• Ensure regular and ongoing communications among the team, such as briefing for pre-shift, handover shift, discussions and meetings;
• Deliver a clear and consistent message to the team on departmental goals to achieve desired results;
• Be familiar with the roles and responsibilities of all positions within Front Office and Housekeeping, to render coverage to the team as and when required;
• Ensure property policies are administered with consistency; procedures and documentation are completed and maintained according to Standard Operating Procedures (SOPs) and support peer review process;
• Lead, mentor, and inspire the team to uphold the company's commitment to service excellence
• Ensure guest rooms and public areas meet and exceed cleanliness standards through proactive supervision and quality checks
• Collaborate cross-functionally with departments to support seamless daily operations and service consistency
• Monitor and report key performance indicators (KPIs), budgets, and expenditures to optimize hotel's efficiency; and
• Any other duties as required by the Company or management.