About this role
Daily Duties
• Responsible for maintaining the Legendary Quality Experience – LQE • To meet and greet guests upon arrival at the Main lobby • To ensure all rooms assigned for arrivals are ready prior to guest’s arrival • Ensure all bills for Mandarin Oriental Club floor guests are updated and correctly posted prior to guests’ departure • Provide quality service, with colleagues as well as guests by responding to their requests promptly, efficient and courteous manner during check-in and check-out and during their stay • Adhere to hotel policies strictly regarding the use of cash banks • Check cash float at the beginning and the end of every shift ensuring at all times that the amount are correct • Check and ensure that all guest’s bills are charged and posted to the correct folio and accurately • Communicate clearly with Guest Services Agents, Housekeeping, Room Service, Duty Manager and Accounts Department so as to keep queries minimum • Establish a good working knowledge of the account department so as to facilitate guest and management requests for historical data • Ensure that all filing are done correctly and up to date at all times • To liaise closely with Concierge on luggage and transfers arrangement for those due to depart early morning • Continuously strive to meet Front Office objectives, i.e. up selling, express checkout, guest history preferences, restaurant reservations etc. • Always upkeep and maintain work station in clean and tidy manner at all times • Escort all VIP, Top and Tip Top guests to rooms • Soliciting with guests in the lobby to obtain any feedback from guests and inform management accordingly • Perform any other duties as required by the department head from time to time • Must be well versed with Food and Beverage services/knowledge • Commitment to the standards of the IMS system in Health, Safety, Quality and Environmental protection • Participate in the effective implementation of the IMS policy and procedures • Attend training on IMS system Follow through in achieving OTPs • Identify areas of improvement through CPAR or suggestions • Participating in identification of new activities that are in relation to EASI and HIRA • Play an effective role as a FHLSS committee member, if nominated