Description
Company: Payman Club
Position: Hotel Coordinator (TKH105)
Employment Type: Full-time
Hours: Flexible
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 for the hotel. 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 housekeeping staff
- Collect all maintenance issue reports from guests and staff.
- Help reduce number of complaining guests to less than 15% compared to 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 cleaning.
- Overseeing cleaning of outside/public areas of hotel ensuring they are prepared for guests.
- Gather/log number of complaints caused by housekeeping companies - number of housekeeping companies replaced
Guest Related Responsibilities:
- Respond to guests’ complaints in a timely/professional manner; contact necessary staff to solve problems that arise
- Ensure smooth check-in/check-out
- Give feedback regarding comments on pricing/occupancy to Listing & Revenue (L&R) Manager
- Collect information regarding rooms/number complaints due unfair/inaccurate prices; communicate this info Revenue Manager
- Cooperate with other departments; do not allow situation reviews become critical
- Assist Office Manager establish standard response time different kinds requests across various platforms
- Manage Special requests (birthday celebrations, engagement parties, etc.)
- Encourage guests at Check-out book directly on Payman Club 10% discount
Encourage guests leave review service received notify office if they do
Miscellaneous:
Ensure overall safety/security hotel
Inventory management
Order supplies
Understand Zeevou/in-house technology
Ensure compliance related fire regulations/water management/metre reading/monthly check key logs
Ensure relevant certifications place regarding safety/regulation hotel