•Reports directly to and communicates with the Front Office Manager or their delegate on all pertinent matters affecting guest service and hotel operations.
•Provides functional assistance and direction to all departments.
•Cooperates, coordinates and communicates with other hotel departments as required.
•Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
•Responds to guest needs and resolves related problems
•Supervises and directs Reception & Bell team personnel.
•Supports and assists Front Office personnel and all departments at peak periods.
•Ensures VIPs and A/Club club guests receive special attention
•Inspects front of house and back of house regularly for cleanliness and tidiness.
•Assists Guest Relations in greeting, rooming, and sending off VIP guests.
•Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
•Conducts shift briefings to ensure hotel activities and operational requirements are known
•Provides input for Front Office meetings.
•Promotes inter-hotel sales and in-house facilities.
•Checks billing instructions and monitors guest credit
•Analyses and approves discounts and rebates.
•Analyses the rate variance report to ensure rooms revenue control
•Takes action with the Property Management Systems (OPERA) in emergency situation.
•Communicate problems, resolved or unresolved to your Supervisor at shift change over and document in log book
•Report daily activities in logbook
•Ensures front line staff complies with FIT marketing techniques and maximize sales
•Fully conversant with all hotel emergency procedures
•When on night shift, performs duties per the Night Managers duties
•Is prepared to implement assigned tasks during emergencies such as fires, power failures and bomb threats
•Assists department manager to ensure departmental Risk Management Calendar actions are up to date as per monthly calendar schedule.
