Job Description

Tasks

We are looking for a dedicated and responsible person with a passion for making memorable experiences for guests. You will act as the brand ambassador and representative of a chain of hotels and service apartments. In this role, you will report to the General Manager.

Your key responsibilities include ensuring the smooth flow of all operational activities required for the hotel, providing support to the guests to ensure a pleasurable experience for them, overseeing all maintenance related activities and handling any urgent requirements.

You should have experience with managing property and people. You will need to be adept with working with technology - on computers and on phones.

Key responsibilities:

On-site team members:

Manage all on-site team members at the hotel (creating shifts, ensuring attendance)

Oversee their daily rosters and ensure that work is completed.

Responsible for ensuring that billing hours match work performed. Rosters to be shared with the remote team for final approval.

Conduct interviews and share recommendations with the remote team for new recruits at the hotel

Supervise housekeeping and maintenance quality

Approve requests for leave where appropriate

Cleaning and Maintenance tasks:

Share weekly reports for all maintenance issues with status of resolution

Proactively checking the property for damage and overseeing the fixing of small breakages before they become urgent. Example: fix a crack before it becomes a large leakage

Keep track of repeating issues and convey them to the Operations Manager or the housekeeping staff

Collect all the maintenance issue reports from guests and staff. Help reduce the number of complaining guests to less than 15% compared to the total number of customers.

Oversee maintenance and repairs in individual rooms and common areas

Extract/ Prepare Check-out List for Housekeeping to check when rooms need to be cleaned.

Overseeing the cleaning of the outside and public areas of the hotel and ensuring they are prepared for the guests.

Gather and log: number of complaints caused by housekeeping companies - number of housekeeping companies replaced

Guest related responsibilities:

Respond to guests’ complaints in a timely and professional manner and contact necessary staff to solve problems that arise

Ensure smooth check-in and check-out

Give feedbacks regarding any comments on pricing and occupancy to Listing and Revenue (L&R) Manager

Collect all information regarding the rooms and the number of complaints due to unfair or inaccurate prices. Communicate this information to the Revenue Manager.

Need to cooperate with other departments and do not allow the situation of the reviews become critical

Assist Office Manager to establish a standard response time for different kinds of requests across various platforms

Manage Special requests (such as birthday celebrations, engagement parties, etc.)

Encourage guests at Check-out to book directly on Payman Club for a 10% discount

Encourage guests to leave a review for the service they received and notify the office if they do

Requirements

Miscellaneous:

Ensure the overall safety and security of the hotel

Inventory management

Order supplies

Understand Zeevou and our in-house technology

To ensure compliance related to fire regulations, water management, metre reading, monthly check of key logs

Ensure that the relevant certifications are in place regarding safety and regulation of the hotel

Documents:

Photo of ID Card

Proof of Address