JOB DESCRIPTION Job Title: Area/Department: Reports To: Positions Supervised: Job Scope: Duty Manager Rooms Division

/ Front Office Administrational to: Front Office Manager Operational to: General Manager Nil Under the general direction of the Front Office Manager, and within the limited of established Royal Grand Azure policies and procedures, provides supportive functional assistance to all departments; interact with guests and members of the community. Cooperates, coordinates and communicates with other hotel departments as required. Responds to guest needs and resolves related problems Assists Guest Relations in greeting, rooming, and sending off VIP guests. Key Responsibilities

KEY RELATIONSHIPS:

Reports directly to and communicates with the General Manager on all pertinent matters affecting guest service and hotel operations. Provides functional assistance and direction to all departments. Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel Supports and assists Front Office personnel and all departments at peak periods. Ensures VIPs guests receive special attention Inspects front of house and back of house regularly for cleanliness. Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
Page 1 of 3

Provides input for Front Office meetings. Promotes Royal Grand Azure facilities. Takes action with the Property Management Systems (PMS) in emergency situation.

Ensures front line staffs comply with FIT marketing techniques and maximize sales.

Customer Service Demonstrate service attributes in accordance with industry expectations and company standards including: Being attentive to Guests Accurately and promptly fulfilling Guests requests Anticipate Guests needs Maintain a high level of knowledge which affects the Guest experience Demonstrating a service attitude Handling all guest complaints by being attentive and taking appropriate action to resolve guest complaints

Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers

Health, Safety and Security Demonstrate understanding and awareness of all company policies and procedures relating to Health, Hygiene and Fire Life Safety and ensure your direct reports do the same Familiarize yourself with emergency and evacuation procedures

Ensure all security incidents, accidents and near misses are logged investigated and rectified to prevent future catastrophes.

Page 2 of 3

Ensure all emergency, evacuation security incidents, accidents and near misses are logged investigated and rectified to prevent future catastrophes.

People Management (where incumbent has staff responsibilities) Work within the companys Human Resource Management System to ensure the departmental performance of staff is productive. Duties include: Prepare detailed induction programs for new staff Maintain a comprehensive, current and guest focused set of departmental standards and procedures and oversee their implementation Ensure training needs analysis of departmental staff is carried out and training programs are designed and implemented to meet needs Actively work at developing your staff and identify high potentials Coach, counsel and discipline staff, providing constructive feedback to enhance performance Approve leave requests after considering peaks and troughs in the business Regularly communicate with staff to maintain good relations.

I hereby acknowledge that I have read and understood the above job description and agree that it is not exhaustive as duties required from me Name Job title Signature Date : : : :

Page 3 of 3