• Supervise and support the Front Office Crew in their daily operation.
• Monitor guest accounts that exceed the approved credit limit and take appropriate action.
• Perform efficient check-in, check-out and guest registration procedures.
• Handle guest requests, enquiries and complaints promptly and professionally.
• Promote and upsell hotel services, room upgrades and promotional packages.
• Provide information on Penang, hotel facilities, memorabilia and hotel events & promotions.
• Coach and mentor Front Office Crew members to ensure consistent service standards and operational excellence.
• Assist in planning daily staffing requirements to ensure adequate shift coverage.
• Prepare and coordinate all necessary documentation for guest arrivals and departures.
• Maintain accurate cash float balances and ensure guest accounts are settled correctly.
• Maintain a clean, organized and professional work environment.
• Support the hotel's "Save the Planet" sustainability initiatives in daily operations.
• Demonstrate impeccable product knowledge including but not limited to hotel and café memorabilia, operation hours, promotions, etc.
• Operate the hotel's PABX telephone system and manage internal and external calls.
• Deliver amplified service at the Rock Royalty Lounge.
• Escort guests to their rooms and assist with luggage when required.
• Prepare departure billing for the following day's check-outs when assigned to the night shift.
• Provide Business Centre services for guests such as but not limited to send/receive emails, faxes, photocopying, after operation hour.
• Be an active member during organized philanthropic events.

Additional Responsibilities