Front Office Head

Candidate must possess at least Bachelor's/College Degree in Business Studies/Administration/Management, Hospitality/Tourism/Hotel Management or equivalent.At least 5 Year(s) of working experience in the related field is required for this position.Preferably Assistant Manager/Manager specialized in Hotel Management/Tourism Services or equivalent.

Duties and Responsibilities:

Ensure that all tenants receive the highest customer service by resolving any problems and answering queries efficiently.Handle escalated concerns as well as special requests of guests, individual and corporate tenants of all MyTown Buildings.Proactive in solving a wide range of customer service issues on a day to day basis, using own initiative to communicate clear and sensible decisions to tenants.Ensure that all tenants concerns in the MyTown Mobile App are answered and given feedback within 24 hours.Analyze and act on feedback from guests and tenants’ comments from surveys/evaluation form.Ensure that any emergency that may arise on the building is responded to promptly and assign staff, including self to be available on site if and when necessary.Review and follow up with the other departments regarding tenant requests/complaints.Promote harmonious relations with all tenants, understanding of and sensitive to cultural background and special needs of tenantsDevelop a sense of community among tenants by maintaining tenant-to-tenant relationships, staff-to-tenant relationships and nurturing positive interactions and activities at the properties.Visit MyTown buildings as frequently as possible and writes weekly report with pictures of relevance on findings, recommendations or shortcomings. Content of the report will be findings about cleanliness, staff, building, unit, amenities, neighborhood, etc.Coordinate with partner representatives for guest concerns and other items related to the partnership.Work with other departments in reviewing policies and procedures to develop a better service flow for MyTown guests and tenants.Work with the back office team to provide a prompt and efficient delivery of service to support front office operations.Manage Tenant Engagement Officers and ensures that prompt, efficient, and courteous service is provided to all MyTown guests and tenants.Approve work schedule of TE Officers to ensure proper manning of all front office sections at all times.Ensure that all policies and procedures pertaining to front office operations are complied with by all TE Officers.Strictly implement and enforce established and newly approved policies, systems, and procedures in his/her department.Develop and initiate training programs for all TE Offices in order to develop human sills and thereby improve work efficiency, productivity, and quality of service.Manage staff job results by coaching and guiding employees, including planning, monitoring and appraising job results.Recommend hiring, promotions, disciplinary actions, and termination of TE Officers.Handle operations and administrative related problems and initiates remedial action.Attend meetings where presence is required. Ensure proper representation in meeting in case of unavailability.Process regular tenant survey and acts on feedback that necessitates corrective and preventive actions.Report to the CCO all matters concerning front office operations.Perform other duties as may be assigned by superior as prescribed in the approved policies and guidelines.