• Legoland Japan Hotel was successfully grand open on 28 April 2018

• Responsible for maintaining efficient Front Office operations through planning, organizing, staffing, executing and controlling the functions of the Department.
• Directs and co-ordinates the activities of the Front Office and responsible for the smooth operation which includes reception/cashiering, concierge, bell service, and telephone department.
• The results achieved by these departments must be in accordance with company objectives.
• The highest level of performance and quality standard of the hotel is expected.

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Supervises same day selling procedures to maximize room revenue and property occupancy.
• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Implementing the customer recognition/service program, communicating and ensuring the process.
• Assists in the review of comment cards and guest satisfaction results with employees.
• Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

• Ensure that all guests are welcomed and recognized in accordance with hotel standards and the goals of Starwood Preferred Guest
• Handle and follow up complaints in order to ensure guest satisfaction
• Coordinate Front Office operations during shift, including Front Desk, Concierge and Service Express to ensure guest service excellence and adherence to standards and procedures at all times
• Demonstrate through knowledge of and encourage active selling all products, services and special events within the hotel
• Maintain manpower and materials cost control measures
• Recommend new policies and procedures in relation to improvement of guest service standards and the achievement of departmental and hotel strategic goals
• Deputize for Rooms Division Manager in his absence and attend meetings as requested
• Be competent in the safe management of a fire or other emergency situation, taking responsibility for an emergency evacuation procedure as required

• Execute cross-sell and up-sell initiatives to increase ADR and revenue through internal and external channels.
• Managed online travel agent site such as Rakuten Travel, Jalan, Expedia, Agoda, Booking.com etc.
• Maximize overall Rooms revenue and profit through development and implementation of effective inventory and pricing strategies based on future demand forecasts, current trends and historical data.
• Accept and process reservations and requests, control room and rate availability, up selling and yield management.   
• Enhancing guests experience through creating positive lasting impressions.

• Solicit new and existing accounts to meet/exceed revenue goals through telephone solicitation, outside sales calls, site inspections and written communication.
• Prepare correspondence to customers, internal booking reports and file maintenance.
• Participate in daily Yield meeting, pre-convention meetings, training and other sales-related meetings.
• Work with other departments within the hotel to provide quality service to customers.
• Develop/maintain knowledge of market trends, competition and customers.

• Allocating and processing of guest rooms as their reservation conditions and requests, meeting and escorting VIP guests, giving general information, assistance to guests.
• Check all information of the Japanese guests from the guest's history file on the previous day of their arrival, look in the correspondence the reservation may have been in put incorrectly.   
• Promote and up-sell product by having through knowledge of the hotel products and services inclusive of restaurants and bar menu and its operating hours Answer guest inquiries, handle guest complaint, attend the need of guests and follow up by taking personal responsibility.
• Attend Pre-meeting to make arrangements with client and other department for Japanese groups.  
• Oversee the Lobby area; report any defects, cleanliness, the condition of the furniture, flower and lighting to housekeeping.
• Act as a liaison for all Japanese convention, incentive and meetings business to make the communication among the organizer, Sales Department and Convention Service Department.  
• Work closely with F&B associates to ensure all aspects of the event have been serviced both clients and hotel needs.
• Conduct Site Inspection to assist Sales Department Handle taking reservations and guest check in/out for all nationalities.

• Handle taking reservation, guest check in/out including corporate guests such as Mitsubishi Estate.
• Dealt with cash/credit card transactions for the hotel that holds 600 rooms with average Occupancy of 85 - 100%.
• Offer information about hotel's service and facilities, interesting local sight seeing points and entertainment attractions.