FRONT OFFICE MANAGER

Job Description
  • Maintain record of guest comments, feedbacks and takes remedial action to resolve problems. Provides feedback to Management.
  • Coordinate and cooperates with all other operation department and must have strong relationship and interaction with all hotel guests, visitors and members of the local community.
  • Have a complete knowledge of Policy & Procedures and Performance Standard of Front Office each section.
  • Monitor daily guest arrivals, to anticipate guest needs and to handle guest inquires in a most helpful, prompt and attentive manner.
  • Be fully acquainted with Hotel PMS.
  • Ensure that all Guest Relations Manager carry out the hotel’s rules and regulations, policies and procedures properly.
  • Ensure the smooth running of the department and maintain the consistent quality of service. To establish a close working relationship is kept within entire Front Office Department, also good working relationship with other hotel department.
  • Be fully conversant with all aspects of the city and its attractions.
  • Be proficient in all aspects of emergency procedures, ensuring all Front Office personnel be aware of vacation event of an emergency. Provide courteous service to guest and respond promptly and tactfully to guest’s complaints, requests and inquiries.
  • Assist General Manager in maximizing daily revenue in Front Office Department.
  • Prepare monthly section cost statistic report and practice cost containment.
  • Maximize every opportunity to increase revenue by selling the in-house facilities and inter hotel sales.
  • Oversee maintenance and handling of equipment use and reporting malfunction or maintenance deficiencies to appropriate area
  • Maintain and updates Operation Procedures
Requirement
  • Reading, writing and oral proficiency in the English language.
  • Diploma or higher required or equivalent experience in the form of 5-7 years hotel operations and/or management.
  • Assertive personality with good interactive skill with all levels.
  • Must possess basic computational ability through knowledge of computer processing system
Send your detailed resume to : hrcareer@empirehotel.com.my
DUTY MANAGER

Job Description
  • The capability to coordinate and manage the day-to-day operations of the Front Desk.
  • The ability to monitor and review the daily revenue report, the daily labor report and the monthly profit and loss statement, analyze results and take action when necessary.
  • Able to conduct regular tours of the hotel and make recommendations for changes as well as note deficiencies and ensure corrective action is taken.
  • The ability to meet on a regular basis with all managers, supervisor, and non-management employees.
  • Able to monitor all standards in the hotel to ensure they are in place and enforced.
  • To assist Front Office Manager to control all capital expenditures and ensures the proper guidelines are adhered to and projects are completed on a timely basis.
  • Support Front Office Manager in directing, implements and maintain a service and management philosophy in line with existing SOP
  • Responsible to assist in providing guest service with promptness and alertness
  • Able to assist Front Office Manager to control expenses through actively participating in all areas of the hotel operation.
  • Assist in ensuring that all areas of the hotel are appropriately staffed to handle demand periods and that staff are well trained, polite and conduct themselves in a professional manner.
  • Respond appropriately in the event of any hotel emergency or safety situation and comply with all local codes and ordinances with a focus on guest and employee safety.
  • Perform other tasks or projects as assigned by the Front Office Manager.
Requirement
  • Reading, writing and oral proficiency in the English language.
  • Diploma or higher required or equivalent experience in hotel operations and/or management.
  • Assertive personality with good interactive skill with all levels.
  • Must possess basic computational ability through knowledge of computer processing system
Send your detailed resume to : hrcareer@empirehotel.com.my
SALES MANAGER / ASSISTANT SALES MANAGER

Job Description
  • Direct solicitation – selling of rooms and services.
  • Accounts maintenance.
  • On-going competitors’ analysis.
  • Planning and implementing of strategies.
  • Achievement of goals and commitments as by yearly marketing plan.
  • Maintains an up-to-date good working relationship with all other departments of the hotel.
  • Follow up with all clients before and after big functions, groups to ensure repeat business.
  • Ensure familiarization with the hotel Marketing Plan.
  • Present a monthly sales report with full documentation on activities of past month.
  • Represents hotel on special assignments as called upon by the DOS/ADOS or SSM.
  • Attends special sales promotions or marketing activities which are organized by the Sales Department or the hotel.
  • Entertains clients as directed.
  • Effectively plan calls, maintenance of existing accounts while focusing on new accounts to increase the overall customer base.
  • Adequately services all accounts as assigned by the DOS/ADOS. Sales calls required by the Sales Manager are a minimum of 25 per week.
  • Increase sales to meet or exceed all established sales goals as outlined in the marketing plan.
  • Follow up and carries out all established office policies and procedures. Properly maintains all files and accounts to established guidelines (follow up system).
  • Maintains a professional appearance in accordance to the guidelines set by the hotel.
  • Reacts promptly to requests by the DOS/ADOS for reports and other assignments by their given due dates.
  • Maintains up-to-date level of communication with the DOS/ADOS and SSM on a constant basis.
  • To attend business related functions within your area of responsibility.
  • To perform evening duty as assigned.
Requirement
  • Reading, writing and oral proficiency in the English language.
  • Diploma or higher required or equivalent experience in hotel operations and/or management.
  • Assertive personality with good interactive skill with all levels.
  • Proven ability to drive the sales process from plan to close
Send your detailed resume to : hrcareer@empirehotel.com.my