Front Desk & Club Concierge Manager
Tue, 01 Jan 2019 00:00:00 GMT -
Thu, 31 Dec 2020 00:00:00 GMT
-Managing daily operational of Hotel Club Concierge & Front Desk<br>reception for Residence service apartment. Ensuring exceptional<br>customer service delivered by each team member accordance to SOP<br>and Brand Standard.<br>-Work together with Front Office Manager on creating LSOP and best<br>practices related to Front desk operation.<br>-Drive and lead the implementation of LSOP and best practices among<br>the team to ensure monthly and yearly goals are achieved. Goals<br>include Guest Satisfaction metrics, Hotel Loyalty program, Room<br>Revenue from Front Office up-sell and Brand Standard Audit score.<br>-Drive a healthy work environment to ensure highest employee<br>engagement index. Identifying developmental needs among the team.<br>Facilitate Employee Training & Development by providing coaching,<br>mentoring/training and employee recognition program & annual<br>Performance appraisal.<br>-Perform as Manager on Duty (intermittently) responsible for<br>smoothness of the Front Office operational in general, handling guest<br>complaints and ensuring the best solutions are delivered to guest and<br>follow through rehabilitation process with guests.<br>-Conduct Finance Self Control Audit related to Front Office operation on<br>quarter and Annual basis
Assistant RC Club Manager (Club Concierge & Front Desk)
Sun, 01 Jan 2017 00:00:00 GMT -
Tue, 01 Jan 2019 00:00:00 GMT
Direct report to Front Office Manager.<br>Managing the daily operation of Club Concierge reception for Hotel and<br>Front Desk reception for Residence Apartment and ensure the monthly<br>and yearly goals are achieved.<br>Intermittently perform as Manager on Duty in charge.
Club Concierge Supervisor
Fri, 01 Jan 2016 00:00:00 GMT -
Sun, 01 Jan 2017 00:00:00 GMT
Direct report to Front Office Manager.<br>Supervise the daily operation of Club Concierge reception for Hotel and<br>ensure the monthly and yearly goals are achieved.<br>Intermittently perform as Manager on Duty in charge.
Club Concierge Agent
Thu, 01 Jan 2015 00:00:00 GMT -
Fri, 01 Jan 2016 00:00:00 GMT
Direct report to Club Concierge Supervisor<br>Perform daily reception task such as checkin, checkout, handle billing,<br>cashiering, room assignment and contribute to Arrival experience,<br>checkin and checkout experience on Guest Engagement score.
Guest Recognition Agent
Wed, 01 Jan 2014 00:00:00 GMT -
Thu, 01 Jan 2015 00:00:00 GMT
Direct report to Assistant Guest Recognition Manager.<br>Perform the Guest Relation task such as arrange VIP amenities for VIP<br>arrival, arrange celebration for special occasion guest such as birthday,<br>anniversary.<br>Maintaining Guest history and guest profile and contribute to Guest<br>Engagement score by delivering personalized service and delivering<br>essential wow story.
Sun, 01 Jan 2012 00:00:00 GMT -
Wed, 01 Jan 2014 00:00:00 GMT
Perform the daily function of Horizon Executive Club Lounge such as<br>checkin, checkout, billing, meals presentation, contribute on Guest<br>Engagement score on Overall Staying Experience Guest Survey.