POSITION SUMMARY:
In accordance with the policies, procedures and standards of Melco Resorts Leisure (PHP) Corporation, the position is accountable for managing and assisting in the running of the entire Hotel Rooms division operation during assigned shift. This is to be achieved by appropriately allocating resources across the operation, monitoring and managing various standards, policies and procedures.
PRIMARY RESPONSIBILITIES:
1. Represents Management in the handling of guest complaints, compliments and suggestions in a tactful and diplomatic manner.
2. Ensures appropriate follow-up with respect to Hotel issues.
3. Meets and greets guests and fosters positive relationships between the Management of City of Dreams Manila and regular clientele.
4. Develops initiatives and procedures for the various departments to improve service delivery.
5. Takes responsibility for the safekeeping and utilization of the master and emergency keys whilst on duty.
6. Maintains a thorough understanding of the policies and procedures for all emergency situations and ensures they are handled in accordance to the Hotel’s policies and procedures.
7. Handles all guests’ accidents in conjunction with Hotel Security ensuring a thorough investigation is completed and all information is sent to the appropriate Management for immediate action.
8. Inspects all hotel facilities on a day-today basis, ensuring that relevant standards of presentation and cleanliness, etc. are adhered to.
9. Observes the overall conduct, appearance, productivity and performance of all employees and relays any relevant information to Management.
10. Ensures a smooth and efficient arrival for all VIP’s.
11. Inspects VIP rooms, ensuring housekeeping standards are maintained.
12. Keeps well informed and up-to-date with current and future room inventory and selling strategies and ensures maximum yield is achieved each day.
13. Conducts Night Audit each night (for night shift)
14. Ensures all departures are cleared and processing express departures. Duties include finalizing final arrivals, proof-lists checking,
15. Carries out projects and tasks as directed by the Immediate Superior and Management.
16. Adheres to and exhibits pro-active leadership in accordance with the Hotel’s Health and Safety policy by assuming responsibility and accountability for the health and safety of employees and the working environment.
17. Adheres to and exhibits pro-active leadership in accordance with the hotel’s internal policies by assuming responsibility for ensuring the workplace is free of unacceptable workplace behavior, and that a workplace culture of equity and diversity is fostered.
18. Promotes an environment, through employee-consultation and involvement, where workplace hazards are minimized and the health and safety of employees is valued.
19. Adheres to all MRE Leisure (Philippines) Corporation policies and procedures.
20. Reports accidents, injuries and unsafe work conditions to supervisors.
21. Performs other reasonable job duties as assigned by supervisors from time to time.
QUALIFICATIONS:
I. Experience
5 – 7 years working experience with 2 years in a supervisory or management position in a Front Office related role in a 5 star Hotel.
II. Education
Degree holder in Hospitality or equivalent professional training.
III. Skills / Competencies
1. Proven customer service skills at a five star standard.
2. Leads the team by example and displays a positive attitude at all times.
3. Ability to communicate to staff at all levels in the department.
4. Understanding of Hotel Property Management Systems (preferable OPERA)
5. Proficient in software packages including Word, Excel, Outlook
6. Fluent in both written and spoken English.
IV. Other Attributes
1. Ability to stand and/or walk for an extended period of time during the shift.
2. Ability to work on flexible shift including overnight, weekends and holiday on rotation basis.