Front office Co-Ordinator/ Duty Manager - City Lodge Barbara Road
(2019-02 - 2020-03)
- Induction of all new staff and ensure that all the required documents for the employees file
- Monthly training for the Front Office department as well as Reservationist
- Provide growth session for any employees that are not performing well
- Ensuring that all the new employees comply with the three months' probation period
- Report on unpaid account to the superior
- Following up on the existing account to make sure that they are up to date
- Make sure that the night audit pack is compiled as per the audit requirements
- Check the daily shift banking and make sure that it balance
- Compile a monthly Vending reports with sales and monitor the machine daily orders
- Do the financial year end stock
- Ordering of stationery and equipment for the back office
- Ensuring that all recruited/dismissed or promoted staff are loaded on to scubed by Head Office for records
- Lock up all the storerooms and safes with all keys recorded
- Make sure that all CCTV monitoring systems are up and running and recording daily
- Ensure that all guest complaints/requests are handled quickly, professionally and communicated verbally and or in writing to the relevant HOD/Duty Manager and the GM
- Smaller events planning and special days
- Staff team buildings planning
- Handling of the Vending machine sales and loading of stock
- Follow up on the guest rate us query and any feedback on TripAdvisor
Reservationist /Conference Coordinator/ Relief Duty Manager - Courtyard Eastgate (City Lodge Hotel)
(2014-01 - 2019-01)
- Handling of Front desk
- Greeting & Welcoming guests
- Deliver excellent Customer service as per the company policy
- Deal with all incoming enquiries via telephone or e-mail
- Make reservations and follow up on payments
- Doing monthly reports for the front office department as per the KPMG requirements
- Develop a room revenue and occupancy forecast
- Marketing for return business and sales for new business
- Prepare arrivals for each day and lookout for special request
- Provide information to guests as well as maximising bedroom and other sales opportunities
- Liaising with all the hotels departments regarding the arrivals
- Do in-house monthly training to keep up with the best service
- Reporting of maintenance issues that arises within the hotel
- Filling of all the documents processed throughout the day
- Compile on the invoices and accounts back to the company
- Prepare and balance daily banking
- Balance cash float on a daily basis
- Allocation of payments to guest accounts
- Resolve guest complaints
- Ordering stationery and doing stocktake on a monthly basis
Reception/Night Audit - City Lodge Lynnwood
(2012-06 - 2013-12)
- Handling of Front Desk switchboard and attend to guest queries
- Processing daily reservations via e-mail and telephone
- Doing monthly reports for archives of all Front desk documents
- Compile daily banking and handle all reception cash ups
- Doing general administrative duties fro the Front Office department
Receptionist - Regent Luxury Apartments
(2010-11 - 2012-05)
- Manage switchboard, handling all incoming calls and taking messages
- Attend to all apartments/hotel guests that walk in, cashiering for the hotel
- Checking in/ out of guest in the hotel
- Handling of all guest queries in the hotel coming from our in- house guests
Receptionist - Integrat Mobile Aggregation Services
(2012-06 - 2013-12)
- Manage the switchboard, handling all incoming calls and taking messages
- Attend to the company visitors
- Making bookings for boardroom meetings
- Arranging courier services to pick –up and deliver documents to the relevant departments
- General arrangements duties
Central Reservations Agent - Peermont Global Hotels & Resorts
(2007-11 - 2009-02)
SYSTEM: OPERA
- Handling of daily reservation enquiries
- Handling of guests accounts
- Sending of Pro-Forma invoices for travel agency reservations
- Liaising with tour co-ordinators to ensure that all details are correct
- Handling of e-mail enquiries and ensuring that they are all replied to
- Answering of telephone enquiries as well as processing their requests
- Making of online bookings such as Gulliver's Travel
Reservations/Assistant Reception Manager - Champagne Castle Hotel
(2006-05 - 2007-10)
SYSTEM : HOTSOFT
- Training of Staff
- Hiring and compilation of new staff members
- Monthly department meetings
- Making of reservations on a daily basis direct and indirect (STO clients & Travel Agencies)
- Helping out reception with its duties when is busy
- Checking of daily arrivals to ensure that all the details are correct and that payment are received
- Handling of guests account and e-mail queries
- Setting up function rooms and making sure that they are set up as per their theme
- Ensuring that rooming lists are correct
- Welcoming of group touring guests and organising that the luggage goes to the correct room
- Allocation of payments received and updating guest accounts
- Confirmation of reservations made and answer queries regarding the property and the facilities around the area
