overseeing daily operations, ensuring employee productivity, monitoring efficiency of all processes and creating a positive work environment for employees Keep track of monthly, quarterly and yearly goals Work with management to assess and improve processes and policies Monitor and report on revenue and cash flow Uphold and enforce company policies Train new hires Address employee complaints or performance issues as needed Check in with employees regularly to determine satisfaction Schedule shifts Help management create the department’s budget Address customer issues and complaints Schedule regular maintenance and cleaning of facilities Meet regularly with upper management to stay informed on company issues

provide assistance to everyday sales reservation executive and develop and evaluate sales calls and provide efficient training program to staff to ensure smooth working. Coordinate with front desk and ensure response to all special guest requests and make all reservations appropriately for all guests. Collaborate with reservation sales associate to resolve all guest issues and recommend appropriate measures where required and process all electronic reservations and ensure accuracy in same. Administer productivity of staff and ensure achievement of all departmental goals and oversee all reservation activities for facility. Maintain record of all bookings and maintain accuracy in same and ensure compliance to all guest demands and manage all enquiries and provide response within required timeframe. Monitor hotel inventory and provide training to staff for all reservation activities and ensure courteous manner from guests and employees. Develop and maintain professional relationships with all departments of hotel and manage all communication with staff and prepare statistical reports. Manage everyday CRO reservations and ensure timely process for same and execute an efficient incentive program on quarterly basis and participate in all hotel planning meetings. Supervise schedule of all call volume and collaborate with convention services on everyday basis.

Greet the VIP guests of the hotel. As directed by the Front office Manager, Performs special services for VIP Guest’s. Assist in VIP’s arrival departure in absence of guest relation officers. Check cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behavior. Check on registration cards of arriving guests and ensures all information should be filled on each cards either by Guest Relation Officers or the guests. Assist in sending guest messages or faxes. Give the instructions to the Night Reception, during the high occupancy periods, regarding: walk-in guests and release room blocked because of no- shows Assist in handling room lock problems. Prepare and checks for VIP’s arrival and escorts guests to rooms. Co-ordinate with all departments concerned in order to maintain Front Office functions properly. Operate the front office computer system in order to assist front office attendants. Check group department, fit and ensure switchboard makes appropriate wake up calls. Handle guest complaints and other related problems and report on the Assistant Manager’s log book. Assist reception, business center, cashier, concierge and bell captain during they are busy. Answer guests inquires, handles complaints and attend to the needs of the guests. Approve and sign for allowances, rebates etc., as required by Front Office Cashier. Authorize charges to be made for late departures and/or compliments on them. Promote and maintains good public relations. Motivate and maintains good staff relations. Maintain and be guided of hotel policy on credit/lost and found hotel guests properties. Follow up in credit check report, liaise with credit manager. To responsible for front office operation during the absence of Front Office Manager (HO). To discuss all matters that needed to follow up with the next shift Reception Manager. Approve the working schedule for the front office attendants and submits them to front office manager (HO). Conducts and ensures the neat of appearance of front office attendant as well as correct attitude and behavior, discusses problems that encountered on this point with front office manager, assistant front office manager and their shift leaders. Assign and Approves Duty roster for all Front desk staffs.

Act as a main resource for reservation agents needing assistance technically or with regards to achieving customer satisfaction. Ensure reservation department and Front Office staff are constantly aware of availability states open, on request, closed dates, high demand dates etc. Respond to all guest reservation requests and executes prompt, courteous and accurate guest service at all times. Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities and services. Answer guest inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment and travel directions etc. Manage systems that are set up within the reservations department to ensure accurate handling and monitoring of phone calls. Assist and prepare in groups pre-arrival process and also preparing group rooming lists. Maintain a clean and organized work area. Attend all scheduled meetings as required with HOD's or Sales team. Create and manage rates and packages configured on the Hotel software. Track all reservations picked up from all On-line channels like hotel website, OTA, GDS, other third party etc. If there are failed reservations to update the Hotel software then process those reservations manually. Co-ordinate with the Channel manager, or software vendors for any availability, rate or booking integration issues. Handle external systems like channel Manager, Web booking engines, Rate comparison tools, Online Travel Agents extranets etc. Update No-shows and cancellations on all OTA's without fail to avoid and unwanted commissions. Responsible for maintaining Rate parity across all booking Channels (Website, OTA, GDS, Travel Agents Etc.) Adjust rates according to suggestions from Yield or Revenue management systems. Verify all reservations taken on the reservation forms are updated on the PMS without fail. Understand and enforce hotel and company credit policies and Ensure proper billing instructions, routing instructions and payment methods are applied to the reservations. Verify if each reservation requests are processed as per the hotel standards and without delay. Verify if reservation confirmation letters are send for all processed bookings within the stipulated time. Process retentions, no-show and cancellations as per the hotel policy and procedures. Handle any request for amenities or transportation promptly and accurately. Details are shared with the concerned department or third party accurately. Monitor all Tentative / Provisional / Waitlisted bookings entered on the system and follow up done for deposits / guarantee. Record and files all reservation correspondence neatly and accurately on prescribed forms or folders. Keep records of room availability, rates, amendments, daily reservation pickup, rooms on book, cancellations, no-show, etc. Handle the reservation correspondence accurately and neatly and follow up for any missing correspondence before guest arrival. All reservation modifications are updated on the property management system immediately and accurately in case of any changes. Maintain department approved quality assurance program to include, but not limited to, rates, deposits property descriptions, activity tables and reservations letters. Manage reservation function to maintain the highest possible room occupancy and average daily rate through suggestive selling and recommendations from external yield or revenue management systems Eg. Ideas. Ensure acceptable service levels and all statistical reports are sought and maintained. Track daily, weekly, monthly, and yearly statistics for analytical, budgeting and forecasting purposes. Check forecasting reports based on statistics codes ( Market, Source, Rate Code etc.),reservations which are wrongly tagged should be amended. Receive contracts detailing room allotments and creates allotments on the hotel management system. Train newly recruited reservation staffs in taking reservations, telephone etiquettes , reservation module on hotel software and processing emails. Ensure that Guest service agents at front desk are also trained on reservations and checking hotel availability. Ensure deposit payment is taken in advance for all pay at hotel reservations eg: Direct reservation, OTA's (Booking.com, Orbitz, Expedia etc.) Determine work procedures, prepare work schedules, assign duties and expedite work flow for reservation agents. Manage all aspects of reservation department in the absence of reservation manager

Act as a main resource for reservation agents needing assistance technically or with regards to achieving customer satisfaction. Ensure reservation department and Front Office staff are constantly aware of availability states open, on request, closed dates, high demand dates etc. Respond to all guest reservation requests and executes prompt, courteous and accurate guest service at all times. Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities and services. Answer guest inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment and travel directions etc. Manage systems that are set up within the reservations department to ensure accurate handling and monitoring of phone calls. Assist and prepare in groups pre-arrival process and also preparing group rooming lists. Maintain a clean and organized work area. Attend all scheduled meetings as required with HOD's or Sales team. Create and manage rates and packages configured on the Hotel software. Track all reservations picked up from all On-line channels like hotel website, OTA, GDS, other third party etc. If there are failed reservations to update the Hotel software then process those reservations manually. Co-ordinate with the Channel manager, or software vendors for any availability, rate or booking integration issues. Handle external systems like channel Manager, Web booking engines, Rate comparison tools, Online Travel Agents extranets etc. Update No-shows and cancellations on all OTA's without fail to avoid and unwanted commissions. Responsible for maintaining Rate parity across all booking Channels (Website, OTA, GDS, Travel Agents Etc.) Adjust rates according to suggestions from Yield or Revenue management systems. Verify all reservations taken on the reservation forms are updated on the PMS without fail. Understand and enforce hotel and company credit policies and Ensure proper billing instructions, routing instructions and payment methods are applied to the reservations. Verify if each reservation requests are processed as per the hotel standards and without delay. Verify if reservation confirmation letters are send for all processed bookings within the stipulated time. Process retentions, no-show and cancellations as per the hotel policy and procedures. Handle any request for amenities or transportation promptly and accurately. Details are shared with the concerned department or third party accurately. Monitor all Tentative / Provisional / Waitlisted bookings entered on the system and follow up done for deposits / guarantee. Record and files all reservation correspondence neatly and accurately on prescribed forms or folders. Keep records of room availability, rates, amendments, daily reservation pickup, rooms on book, cancellations, no-show, etc. Handle the reservation correspondence accurately and neatly and follow up for any missing correspondence before guest arrival. All reservation modifications are updated on the property management system immediately and accurately in case of any changes. Maintain department approved quality assurance program to include, but not limited to, rates, deposits property descriptions, activity tables and reservations letters. Manage reservation function to maintain the highest possible room occupancy and average daily rate through suggestive selling and recommendations from external yield or revenue management systems Eg. Ideas. Ensure acceptable service levels and all statistical reports are sought and maintained. Track daily, weekly, monthly, and yearly statistics for analytical, budgeting and forecasting purposes. Check forecasting reports based on statistics codes ( Market, Source, Rate Code etc.),reservations which are wrongly tagged should be amended. Receive contracts detailing room allotments and creates allotments on the hotel management system. Train newly recruited reservation staffs in taking reservations, telephone etiquettes , reservation module on hotel software and processing emails. Ensure that Guest service agents at front desk are also trained on reservations and checking hotel availability. Ensure deposit payment is taken in advance for all pay at hotel reservations eg: Direct reservation, OTA's (Booking.com, Orbitz, Expedia etc.) Determine work procedures, prepare work schedules, assign duties and expedite work flow for reservation agents. Manage all aspects of reservation department in the absence of reservation manager

Process reservations by mail, telephone, telex, cable, fax or central reservation systems referral. Process reservations from the sales office, other hotel departments, and travel agents. Know the type of rooms available as well as their location and layout. Know the selling status, rates, and benefits of all packages plans. Know the credit policy of the hotel and how to code each reservation. Create and maintains reservation records by date of arrival and alphabetical listing. Determine room rates based on the selling tactics of the hotel. Prepare letters of confirmation. Communicate reservation information to the front desk. Process cancellations and modifications and promptly relays this information to the front desk. Understand the hotel's policy on guaranteed reservations and no-shows. Process advance deposits on reservations. Track future room availabilities on the basis of reservations. Help develop room revenue and occupancy forecasts. Prepare expected arrival list for front office use. Assist in preregistration activities when appropriate. Monitor advances deposit requirements. Handle daily correspondence. Responds to inquires and make reservations as needed. Make sure that files are kept up to date. Maintain a clean and neat appearance and work area at all times. Promote goodwill by beings courteous, friendly, and helpful to guests, mangers, and fellow employees. Walk around with the client and ensuring that they secure whatever services they are in need of. Getting information about areas of interest in order to target more clients in particular seasons. Making arrangements for clients travel programs. Track future room availability on the basis of reservations, and helps develop forecasts for room revenue and occupancy. To be aware of all front office procedures and assist with reception duties when required. To be fully aware of and adhere to health and safety, fire and bomb threat procedures. Willing to undertake any reasonable request made by management in any other areas of the house

Have a complete knowledge of all food and beverage menu items available to Room Service and pool side. Maintain thorough knowledge of the hotel and room layouts. Have a Good knowledge of wine and wine pairings. Always follow standard telephone etiquette while speaking to guest over phone. Greet Guests appropriately at their room and provide service upon items ordered. Occasionally take room service orders by telephones and by the in room ordering guest Apps / other devices. Coordinate all guest orders in advance in-order to avoid any partial deliveries to guest rooms. Collect orders from the kitchen, ensure they have been prepared and presented correctly. Ensure Prompt and efficient deliver of food and beverage to the guest's room. Ensure that hot food is maintained and delivered hot and all cold items are delivered cold. Serve drinks efficiently in the proper glass with the proper garnish. Good knowledge of different type of tray and trolley set-ups. Aware of all amenities to ensure they are set-up and delivered on time. Ensure Trays and Carts are removed from the hotel hallways and elevator bays at all times. Read and retain all pertinent information regarding daily promotions, food and beverage specials. May check back with guest to ensure they are enjoying their meal, and determine if they have any other needs. Inspect, plan and ensure that all materials and equipment are in complete readiness for service. Check storage areas for proper supplies, organization, and cleanliness. Complete and raise store requisition for additional supplies needed. Assist in the scheduling and training of room service staff. Perform duties of the room service manager in his absence. Must be able to anticipate guest or operational needs. Ensure room service equipment's are functioning properly, report any problems to the Room Service Manager. Maintain regular attendance in compliance with the hotel Standards. Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and name tag at all times. Perform any other duties as assigned by the Manager or Director of Food and Beverage

Have a complete knowledge of all food and beverage menu items available to Room Service and pool side. Maintain thorough knowledge of the hotel and room layouts. Have a Good knowledge of wine and wine pairings. Always follow standard telephone etiquette while speaking to guest over phone. Greet Guests appropriately at their room and provide service upon items ordered. Occasionally take room service orders by telephones and by the in room ordering guest Apps / other devices. Coordinate all guest orders in advance in-order to avoid any partial deliveries to guest rooms. Collect orders from the kitchen, ensure they have been prepared and presented correctly. Ensure Prompt and efficient deliver of food and beverage to the guest's room. Ensure that hot food is maintained and delivered hot and all cold items are delivered cold. Serve drinks efficiently in the proper glass with the proper garnish. Good knowledge of different type of tray and trolley set-ups. Aware of all amenities to ensure they are set-up and delivered on time. Ensure Trays and Carts are removed from the hotel hallways and elevator bays at all times. Read and retain all pertinent information regarding daily promotions, food and beverage specials. May check back with guest to ensure they are enjoying their meal, and determine if they have any other needs. Inspect, plan and ensure that all materials and equipment are in complete readiness for service. Check storage areas for proper supplies, organization, and cleanliness. Complete and raise store requisition for additional supplies needed. Assist in the scheduling and training of room service staff. Perform duties of the room service manager in his absence. Must be able to anticipate guest or operational needs. Ensure room service equipment's are functioning properly, report any problems to the Room Service Manager. Maintain regular attendance in compliance with the hotel Standards. Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and name tag at all times. Perform any other duties as assigned by the Manager or Director of Food and Beverage

Set tables, trays according to type of food ordered and the hotels service standards. Performs opening and closing procedures established for the department. Accurately records, pre-checks and picks-up all food and beverage orders. Check in with guests to ensure satisfaction with each food course and/or beverages. Responsible for cleaning and removing the trolleys/trays from guest rooms and corridor. Serve guests their food and beverage in prompt, courteous manner as per the standard sequence of service. Present physical and accurate check to guest and complete the payment process. To be able to immediately monitor guest comments and pass on to your Superior, and be pro- active in solving problems whenever possible. To have a full knowledge of the food & beverage items & their specifications, menu prices, recipes and style of service etc. To have a thorough understanding and knowledge of all food and beverage items in the menu and the ability to recommend Food & Beverage combinations and also up sell alternatives. Check with the guest regarding the satisfaction of the meal. Report guest complaints immediately to the supervisors and ensuring follow up is performed with the guest.