Hotel Coordinator (TKH105)

Payman Club; Knighton; On-site; Confidential; Full time

Job summary

A leading hotel is seeking a dedicated individual to manage operations and enhance guest experiences. The role involves overseeing team members, ensuring smooth operations, and maintaining high standards of service and safety. The ideal candidate will have strong management skills, a passion for hospitality, and proficiency in technology. Join us to create memorable experiences for our guests!

Benefits

Flexible hours

Qualifications

• Experience managing property and people.
• Adept with technology on computers and phones.

Responsibilities

• Manage on-site team members and oversee daily rosters.
• Respond to guests’ complaints and ensure smooth check-in/check-out.
• Oversee maintenance and repairs in individual rooms and common areas.

Skills

Management

Technology Proficiency

Customer Service

Tools

Zeevou

Job description

Full-time position

Flexible hours

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 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

Requirements

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

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