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Assistant Guest Service Manager

2 weeks ago

Jakarta, Indonesia Mandarin Oriental Hotel Group Full time

Major Responsibilities:

- To operate the Front Desk Department during day and evening shift properly, efficiently and with profitability.
- To ensure that Legendary Quality Experience Standards are fully implemented, maintained and exceeded throughout Front Desk to meet and exceed our guests' expectations.
- To assist the Front Office Manager in maximizing room yields by encouraging the Front Desk Agents to upsell proactively.
- To arrange book-outs according to Mandarin Oriental Hotel Group policy and ensuring complete guest satisfaction.
- To ensure all guests are escorted to their rooms by the Front Desk Agents.
- To encourage efficient and effective inter-departmental communication in order to promote teamwork.
- To monitor service delivery by implementing LQE action plans.
- To monitor the successful implementation of the Total Training Concept and Legendary Service Training in Front Desk.
- To encourage colleague development and promote a positive working environment.
- To delegate duties and responsibilities to Front Desk Agents and ensure that work processes are in a logical order.
- To ensure proper staffing at all times.
- To ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of colleagues.
- To ensure that all health and safety company standards are maintained and carried out at all times. They must be monitored regularly to assist in scoring 100% on the MOHG health and safety audit.
- To handle the Springer Miller Systems Front Office system; ensuring correct data inputting and maintenance, control access levels, issue passwords and change configurations.
- To handle all guest complaints and comments relating to the department tactfully.
- To cooperate and coordinate teamwork with other departments.
- To perform any other reasonable duties as required by the Front Office Manager