Financial returns:
- Supervise same day selling procedures to maximize room revenue and property occupancy
- Maximize occupancy, revenue and average rate while maintaining high service standards
- Drive Room upselling on day-to-day basis with monthly tracking record
- Assist in the preparation of weekly and monthly reporting on hotel occupancies and rates as required by FOM and Director of Finance/Business Support
- Oversee Night Audit accuracy of audit and follow up if necessary.
- Oversee rosters on a daily basis, ensuring that budget and business levels are taken into consideration and also paying close attention to any relevant holiday considerations.
- Ensure accuracy, control and safety of all cashiering procedures. Investigate any banking discrepancies -liaise with Accounts.
- Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
- Assist the Front Office Manager setting and ensuring the Guest Services achieves its financial and performance targets for both revenue and expenditure.
- Be actively involved in ensuring that the Guest Services team understands the Resort’s financial and department objectives.
- Monitoring and identifying areas in which to minimize rebates.
- Compile, analyses and control guest relations’ costs
- Compile statistics for Guest Services and provide reports relating to that area
- Understands night audit procedures and being able to comprehend and utilize reports as necessary
- Assist in the preparation of efficient work schedule for Guest Services 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
People:
- Assist the Front Office Manager in all aspects of the duties
- Assist the Front Office Manager to assign rooms and revise according to operational requirement on day-to-day basis
- Effectively schedule employees to business demands and tracks employee time and attendance
- Ensures employees have the proper supplies and uniforms
- Open and close Front Office shifts and ensuring completion of assigned shift checklist and other duties
- Monitor all front of the house area personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure Control the availability of rooms, rooms types, accuracy of room count and rate categories
- Organize and conduct regular meeting for all Guest Services and front of the house staff to facilitate communications and smooth operations
- Provide input for Guest Services Departmental Meetings and deputizes in cases of absence
- Maintain inter-departmental relationships to ensure seamless customer service
- Effectively schedule employees to business demands and tracks employee time and attendance
Guest experience:
- Maintain a high profile and presence in the Resort Lobby at all times
- Overall responsible for ensuring the respective guest area at the lobby is clean, tidy in orderly manner at all times
- Responsible for all aspects of resort operation affecting guest stay
- Run and review critical information contained in room operations reports
- Interact with guests to obtain feedback on product quality and service levels; effectively responding to and handles guest problems and complaints seeking assistance from supervisor as necessary
- Assist in the review of comment cards and guest satisfaction results with employees
- Problem Resolution to 100% Guest satisfaction
- Oversee maintenance of efficient repeat guest history system
- Promote Inter-Hotel sales and in-house facilities
- Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
- Oversee requisitions for all front of the house amenities on a timely basis.
- Approve upgrades and special amenities in absence of Front Office Manager
- Overall responsible for ensuring and maintaining the entire range of services offered for front of the house areas includes all Guest Services staff, Butlers, Buggy & Bell Services, Concierge and driver team with the aim to maximum guest satisfaction.
