Administration
To report to work within the requested time, prior to the commencement of duty, well-groomed and dressed to the uniform standard. To demonstrate pride in the workplace with high level of commitment. To ensure effective communication internally and externally. To treat all guest and colleagues in a polite and courteous manner at all times. To give full cooperation to all guests and assist in a prompt, caring and helpful manner. To look after the need of the Human Resources team. Maintain vital statistics as requested by Talent & Culture Department. To anticipate staff needs wherever possible and react to these to enhance staff satisfaction. To promote a helpful and professional image to the internal and external customer. Carrying out routine work in the Talent & Culture Department. To maintain professional confidentiality and never to disclose any secrets pertaining to the Hotel or Department. To carry out any reasonable duties as requested by a senior manager.
Vacations / Air Tickets Management:
To ensure Accounts Department receive vacation details, ticket advices, loan ticket forms, return from vacation advices. To check and monitor monthly vacation and lieu day report To check and monitor the staff personnel file and to ensure that it matches the SOPs To answer any queries and to pass on to the relevant person. Ensure that all open leave gets checked on a monthly basis to ensure all return from vacation forms has been completed.
Staff Lockers:
To ensure that all associates has a locker. To coordinate with uniform room, engineering regarding any issues/ maintenance required at staff lockers Staff locker rooms are neat, clean and well supplied with toiletries There is a shoe-cleaning machine available in the locker room. Staff does not wear their uniforms outside the hotel premises except catering staff. Others & General:
To answer any queries and to pass on to the relevant person. To assist the Talent & Culture manager in planning the staff Welfare activities and to participate in these activities. To keep your work areas clean and tidy at all times. To have a good knowledge of all the different types of rooms, hotel facilities, and hours of operation, restaurants, shops and function rooms. To be well informed about special functions and events held in the hotel on a daily basis. To be aware of the hotel management, their office location, role and availability.
Training
To attend all training sessions as required.
Key Competencies
Customer Focus
Treats all guests and colleagues in a polite and courteous manner at all times. To give your full cooperation to all guests, and assist in a prompt, caring and helpful manner. Anticipate guest’s needs wherever possible and react to these to enhance guest satisfaction. Actively seeks feedback from customers rather than wait for complaints. Critically evaluates one’s own performance and consistently sets high standards. Insists on clarity of roles, functions and tasks. Sets up and maintains systems of information, ensures procedures are being followed. Consistently produces error free output. Is always concerned with maintaining standards accuracy and quality.
Team Work
Willing to share freely knowledge, information, ideas and experience to assist others. Gives credit and recognition to others. Works with and supports others as part of a team both within and across functions. Understands the needs to work together to create an environment of cooperation and mutual responsibility. Encourages two-way communications, confirms the message has been understood and seeks feedback. Convey a message, verbally or in writing to both individual and groups. Shows awareness / sensitivity/ tolerance towards cultural differences by moderating own cultural behaviours. Encourages teamwork within the team as well as with other teams, departments and divisions.
Personal Impact
Remains calm under pressure. Understands own limitations and openly discusses problems. Presents people’s opinions positively. Plans ahead and produces a plan or work in which tasks are prioritized and actioned to meet requirements. Monitors progress, establishes milestones and follows up to ensure that work is being done as per schedule. Ensures that problem areas identified and changes in plans, if any, are clearly communicated to the persons concerned. Strikes a balance between work and personal life. Organizes work and reviews priorities to suit changing needs.
Continuous Improvement
Test out ideas for practicality and feasibility. Proactively initiates change in the workplace to achieve improvements in quality or efficiency. Uses problems and difficult situations as a means to initiate change. Benchmarks within and outside the industry to stimulate ideas for change. Supports the change process by encouraging people to drive it. Identifies skills needed for the future and takes steps to develop self and others. Sets clear personal development targets which focus on behavioural improvements as much as professional / technical skills. Accepts and seeks feedback from others, learns from past mistakes.