We are looking for a dedicated and responsible person with a passion for making memorable experiences for guests. You will act as the brand ambassador and representative of a chain of hotels and service apartments. In this role, you will report to the General Manager.
Your key responsibilities include ensuring the smooth flow of all operational activities required for the hotel, providing support to the guests to ensure a pleasurable experience for them, overseeing all maintenance related activities and handling any urgent requirements.
You should have experience with managing property and people. You will need to be adept with working with technology - on computers and on phones.
Key responsibilities:
On-site team members:
Manage all on-site team members at the hotel (creating shifts, ensuring attendance)
Oversee their daily rosters and ensure that work is completed.
Responsible for ensuring that billing hours match work performed. Rosters to be shared with the remote team for final approval.
Conduct interviews and share recommendations with the remote team for new recruits at the hotel
Supervise housekeeping and maintenance quality
Approve requests for leave where appropriate
Cleaning and Maintenance tasks:
Share weekly reports for all maintenance issues with status of resolution
Proactively checking the property for damage and overseeing the fixing of small breakages before they become urgent. Example: fix a crack before it becomes a large leakage
Keep track of repeating issues and convey them to the Operations Manager or the housekeeping staff
Collect all the maintenance issue reports from guests and staff. Help reduce the number of complaining guests to less than 15% compared to the total number of customers.
Oversee maintenance and repairs in individual rooms and common areas
Extract/ Prepare Check-out List for Housekeeping to check when rooms need to be cleaned.
Overseeing the cleaning of the outside and public areas of the hotel and ensuring they are prepared for the guests.
Gather and log: number of complaints caused by housekeeping companies - number of housekeeping companies replaced
Guest related responsibilities:
Respond to guests’ complaints in a timely and professional manner and contact necessary staff to solve problems that arise
Ensure smooth check-in and check-out
Give feedbacks regarding any comments on pricing and occupancy to Listing and Revenue (L&R) Manager
Collect all information regarding the rooms and the number of complaints due to unfair or inaccurate prices. Communicate this information to the Revenue Manager.
Need to cooperate with other departments and do not allow the situation of the reviews become critical
Assist Office Manager to establish a standard response time for different kinds of requests across various platforms
Manage Special requests (such as birthday celebrations, engagement parties, etc.)
Encourage guests at Check-out to book directly on Payman Club for a 10% discount
Encourage guests to leave a review for the service they received and notify the office if they do
Miscellaneous:
Ensure the overall safety and security of the hotel
Inventory management
Order supplies
Understand Zeevou and our in-house technology
To ensure compliance related to fire regulations, water management, metre reading, monthly check of key logs
Ensure that the relevant certifications are in place regarding safety and regulation of the hotel
Documents:
Photo of ID Card
Proof of Address