FO Job Description - Reception

Key Responsibilities * Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest's name at every opportunity * Registers and rooms all arrivals according to established procedures * Maintains intimate knowledge of departmental standards and procedures * Cashes hotel guest's personal and travelers checks and assists with currency exchange * Keeps abreast of all modifications to accounting policies and procedures * Responsible and attends to guest's request of using the service of safety box at all times * Knowledgeable of all special promotion procedures, for programs such as: Seasonal Packages, and also Hotel Taiping Perdana Group Loyalty programs. * Attends to guest's complaints, inquiries and requests, referees problems to supervisor / Assistant Manager if He / she unable to assist. * Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service * Performs the audit balances and prepares all works for audit in an orderly fashion * When on night shift, prepare all necessary forms for the guest arrival * Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read e-mail, messages, and how to interpret availability sources within the reservation systems * Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a HTP Brand * Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state all times * Endeavors to maintain the high standards of the hotel with particular regard to the importance of HTP Loyalty Program member and other VIP's and with reference to hotel and to be a health or safety hazard

Occupational Health and Safety Responsibilities * Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures * Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly * Initiate action to correct a hazardous situation and notify supervisors of potential dangers

KEY COMPETENCIES & KEY TASKS

Taking Responsibility * Strive for constant improvement and take responsibility for your own performance * Adhere to Hotel Taiping Perdana Group Corporate Code of Conduct * Adhere to Hotel Handbook and general policies and procedures * Adhere to Front Office Policies and Procedures * Report problems to Management with suggestions for resolution Understanding My Job * Clarifies own job responsibilities and looks for opportunities that will increase skills and job knowledge * Understands how their role fits with others and contributes to the success of business * Understands the hotel's facilities, products and services * Provides information when requested and promotes hotel's services, facilities and special events * Implements department procedures and policies as needed Customer Focus * Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs * Anticipate guest needs, handle guest requires, and solve problems * Create a positive hotel image in every interaction with internal and external customers * Adhere to hotel brand standards * Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests * Assist guests and escort them to locations within the hotel at their request * Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs * Maintain current Hotel information to be able to provide information to guests Teamwork * Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments * Communicate well to ensure effective shift hand-over * Actively participate in organized meetings * Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication Adaptability * Be open to new ideas and make changes in the job and routine as required * Work in line with business requirements * Complete tasks as directed by Management Developing Self * Develop / update skill and knowledge (internally or externally) to reflect changed technology or changed work requirements * Seek feedback on areas of shortfall * Maximize opportunities for self development Reliability * Ensure that your work quality meets the standards required and complete tasks in a timely and thorough manner with minimum supervision * Follow standards, policies and procedures * Meet hotel attendance and grooming standards Cultural Awareness * Work effectively with customers and colleagues from different viewpoints, cultures and countries

FO Job Description - Reception Supervisor

Key Responsibilities * Conducts shift briefings to ensure hotel activities and operational requirements are known * Supervise front office operations during assigned shift including: 1) Maintenance of guest information 2) Maintenance of information about local events 3) Compile occupancy statistics 4) Supervise group bookings 5) Assisting with serious complaints * Supervise cashiering activities during shift including: 1) Cash handing and banking procedure 2) Dealing with irregular payments 3) Instructing staff in credit policies and facilities 4) Instructing staff in cash security procedures 5) Carry out debtor control 6) Supervise the cashiering system Human resource and Training Responsibilities * Works with superior and Human Resource Manager to ensure the departmental performance of staff is productive. Duties include: 1) Conduct on the job training in accordance with the departmental standards and procedures and maintains a record of progress for each staff member 2) Provide input for probation and formal performance appraisal discussions in line with company guidelines 3) Ensure new staff attend Corporate Orientation within first month of hire 4) Coach, counsel and discipline staff in breach of hotel policies and departmental procedures, providing constructive feedback to enhance performance Financial Responsibilities * Works with superior in the preparation and management of the department's budget and is aware of financial targets * Recycle where-ever possible and enforces cost saving measures to staff Occupational Health and Safety Responsibilities * Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures * Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly * Initiate action to correct a hazardous situation and notify supervisors of potential dangers

KEY COMPETENCIES & KEY TASKS Drive For Results * Set high performance standards and pursue agreed goals (with your Executive/Manager) * Strive for constant improvements and takes responsibility for achieving business results and persevere despite obstacles * Report problems to Management with suggestions for resolution Understanding Hotel Operations * Demonstrate an interest in and an understanding of issues relevant to your department and hotel and keep your knowledge up to date, including legislative information * Understands the hotel's business priorities, products and services and has a good grasp how the department is run * Brings best practice to the attention of department, shares new ideas that have been read about or discovered * Clearly understands how their own role and the role of others impact employee satisfaction, guests and department performance Problem Solving and Decision Making * Diagnose problems and thoroughly analysis information to guide decision making * Evaluate and assimilate critical information when reaching conclusions and make logical, competent decisions Customer focus * Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs * Take action to address these needs in order to exceed their expectations * Create a positive hotel image in every interaction with internal and external customers * Adhere to hotel brand standards * Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests * Assist guests and escort them to locations within the hotel at their request * Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs * Maintain current Hotel information to be able to provide information to guests Teamwork * Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments * Communicate well to ensure effective shift hand-over * Actively participate in and conduct organized meetings * Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication Adaptability * Be open to new ideas and make changes in the job and routine as required * Work in line with business requirements in a flexible and optimistic manner * Complete tasks as directed by Management * Deputize in the absence of your manager

Planning and organizing * Establish action plans and schedules for meeting departmental priorities * Assign responsibilities, allocate resources and co-ordinate the activities of yourself and others to meet objectives effectively and efficiently * Prepare induction programs for new employees and allocate sufficient time for their implementation Impact and Influence * Promote your ideas persuasively, and shape the opinion of subordinates and overcome resistance * Build consensus for action and negotiate mutually beneficial solutions Implementation * Work with your Manager to ensure you have a clear view of what is required to achieve results, and take action and responsibility to deliver it. Ensure your team meet deadlines and quality standards and tasks and projects are completed as required * Adheres to and enforces the Hotel Taiping Perdana Group Code of Conduct, Hotel Policy and Departmental Procedures Leading and Developing People * Inspire others to excel by clearly communicating department and section goals and priorities, recognizing good performance and supporting employees when required * Develop potential of others through training, coaching and development opportunities Cultural Awareness * Work effectively with customers and colleagues from different viewpoints, cultures and countries * Work to understand and consider the global nature of the business