• Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees
• Is prepared to implement assigned tasks during emergencies such as fires, power failures and bomb threats
• Fully conversant with all hotel emergency procedures
• Assist in the preparation of efficient work schedule for Front Office Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures
• Perform any other task assigned based on the hotel needs or requirements.
• Know system recovery procedures and trains the team in these procedures
• Turn away guests if occupancies deem it necessary ensuring no good-will is lost
• Liaise with Housekeeping Department to ensure room image is maintained and rooms are returned as Vacant Inspected as quickly as possible
• Inspect frequently for cleanliness and orderliness, the lobby, reception and cashier’s desk and, on a random basis, VIP rooms prior to arrival
• Assist Front Office Manager in execution of the management of staff
• Assists the Front Office Manager in all aspects of their duties
• Control the availability of rooms, rooms types, accuracy of room count and rate categories
• Continually check the accuracy of room count
• Monitor Front Office and particularly Guest Relations personnel, to ensure staff members, known repeat guests and other VIPs receive special attention and recognition
• Approve upgrades and special amenities in absence of manager
• In conjunction with the Emergency Response Team prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outage, Bomb Threat, Cyclone Warnings, etc
• Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
• Works with Superior and Director of Finance in the preparation and management of the Department’s budget.
• Maintain inter-departmental relationships to ensure seamless customer service
• Promote Inter-hotel sales and in house facilities
• Liaise closely with Executive Housekeeper to ensure special guest needs, amenities and other room related requests are met
• Works with Superior and Human Resources on manpower planning and management needs
• Interpret computer reports
• Monitor Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition
• Assists department manager to ensure departmental Risk Management Calendar actions are up to date as per monthly calendar schedule.
• Compile statistics for front office and provide reports relating to that area
• Provide input for Front Office Departmental Meetings and deputizes in cases of absence of the Manager
• Maximize occupancy, revenue and average rate while maintaining high service standards
