Hotel Name
Company Description
Nestled in the beautiful Jimbaran Bay, in Jimbaran Hijau development area, Raffles Bali is a haven of refined seclusion, perched on a hill that offers stunning views of the ocean and its secluded beach. With only 32 ocean-view villas, each featuring its own outdoor terrace and private pool, Raffles Bali stands as one of the finest resorts in Bali, showcasing mesmerizing sunsets, lush tropical gardens, and exquisite dining experiences. Guests can indulge in our signature Bali Sling at the iconic Writers Bar, enjoy a romantic dinner in The Secret Cave and Purnama Honeymoon Bale, or
rejuvenate at The Sanctuary, a hillside treatment suite, or at Raffles Spa. Our Raffles Wellbeing Butlers can arrange a variety of bespoke treatments, cultural immersions, and personalized activities, to provide the ultimate experience on the Island of the Gods.
Job Description
General Duties
Support Front Office Manager to manage and organizes Front Office team whose mission is to ensure service and product quality standards are met and that optimum service is provided to all guests according to Hotel's and Company's objectives. This is accomplished within the scope of a budget and in conformity with well- defined management norms. To be the champion of membership program for the resort and sharing through training to other colleagues on information related to membership program Responsible for planning, directing, controlling, co-coordinating and participating in the activities of all personnel engaged in guest-related activities in Front Office. Responsible for the operation of the Front Office department, overall condition and maintenance of the property, repair and up keeping of the furniture, fixtures and equipment's, installations, systems and buildings of the Hotel. Both in term of assets and respect of equipment's. Monitor Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition at all-time especially for special attention guest and VIP Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue by setting up target and drive the team to achieve up-sell program for villa and in house activities Promote internal hotel sales and in-house facilities and monitors Front Office Marketing techniques in line with Resort's Sales and Marketing Program Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out To know and implement system recovery procedures when needed, interpret reports and share the necessary information to relevant department for improvements Monitor and control the VIP amenities, making sure that they are fresh and in high quality Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information Communicate to the General Manager of his/her delegate all information likely to be of interest to them such as the expected arrival and departure of VIPs and all other pertinent information Maintain all procedures and adheres to them within the guidelines; in particular with emphasis on hotel credit policy. In conjunction with the Emergency Response Team prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, Bomb Threat, Cyclone Warnings, Tsunami, etc Works with Housekeeping and Finance in the preparation and monitoring of the Rooms' and FO budget and forecast.
Responsibilities When in Charge at Night Duty and Afternoon Duty
Handle guest check-in and check-outs in accordance with hotel standards during night time Ensure all facilities in the lobby and overall Resort are kept clean and tidy at all times Ensure knowledge of hotel information and facilities of all outlets as well as local attractions, dining and entertainment information is kept up to date Ensure all dealings with guests meet hotel operating standards Handling guest's billing and FO administration according to hotel standard Be thoroughly knowledgeable of all hotel computer systems and procedures Handling room blocking based on guest's need Making reports according hotel's standard Manage and supervise hotel operational during Night time Running night audit ensuring that all figures on PMS and POS are balanced Handling guest complaint during night and afternoon time Handling emergency and urgent matters which occur during night time Make check all preparation of the next day operational and update the daily briefing sheet (daily report ) Check the room inventory & room blocking on daily basis General Responsibilities
Plans, directs, controls and co-ordinates activities of all Front Office personnel on activities related to guest to make sure personalized service is extended at all-time to in house guest to maximize guest satisfaction Responsible for the elaboration and implementation of standards related to SOP and LQA standards Schedule and regularly conducts routine inspections of areas under his control Checks all Front Office equipment including buggy and hotel vehicle, making sure they are in clean and in good working conditions, follow up on equipment that need repair, additional spare parts, replacement or disposal Co-operates with the Purchasing department in locating sources for needed items, substitutes locally available for imported ones and ensure best quality and value for money Controls costs by minimizing/decreasing chances of property damage, maintaining adequate inventory of items including stationeries and collaterals Qualifications
Knowledge and Experience Diploma or Bachelor Degree in Hospitality Minimum of 3 years relevant experience in Front Office Reception knowledge is a must Knowledge of local regulations related to Hotel Operation is a must
Competencies In-depth knowledge of hotel property management system, system monitoring of guest request and other related system in the resort operation Good communication and organizational skills, ability to analyze and solve problems, capable of functioning well under stress and during emergencies, strong interpersonal and negotiation skills Proven ability to organize and manage multiple jobs simultaneously. Demonstrated ability to manage and lead employees, experience with Talent and Cultures processes as they relate to direct reports (e.g., performance management, development, coaching, feedback, etc.)
