Primarily responsible to ensure that front office shifts are run efficiently, providing outstanding guest service via courtesy and problem resolutions. Provide leadership to the front line team by supervising professional environmental, assigning duty roster and delivering seamless assistance for all guests.
YOUR DAY- TO- DAY
People
Organize and conduct regular meeting for all Guest Services and front of the house staff to facilitate communications and smooth operations
Drive a great working environment for teams to thrive- linking up departments to create sense of one team
Maintain inter- departmental relationships to ensure seamless customer service
Recommend or initiate any HR related actions where needed
Effectively schedule employees to business demands and tracks employee time and attendance
Open and close Front Office shifts and ensuring completion of assigned shift checklist and other duties
Effectively schedule employees to business demands and tracks employee time and attendance
Train colleagues to make sure they deliver with compliance and to the standards we expect
Promote teamwork and quality service through daily communication and coordination with other departments
Provide input for Guest Services Departmental Meetings and deputizes in cases of absence
Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues
Direct/Manage everyday activity, plan and assign work ensuring you always have the right staffing numbers
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
Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary
Communicate performance expectations employees in accordance with job descriptions for each position
Assist the Front Office Manager in all aspects of the duties
Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees
Assist the Front Office Manager to assign rooms and revise according to operational requirement on day- to- day basis
Ensures employees have the proper supplies and uniforms
Monitor Front Oice personnel to ensure guests receive prompt, cordial attention and personal recognition
Financial
Maximize occupancy, revenue and average rate while maintaining high service standards
Be actively involved in ensuring that the Guest Services team understands the Resort’s financial and department objectives.
Oversee Night Audit accuracy of audit and follow up if necessary
Assist the Front Office Manager setting and ensuring the Guest Services achieves its financial and performance targets for both revenue and expenditure.
Drive Room upselling on day- to- day basis with monthly tracking record
Compile, analyses and control guest relations’ costs
Continually check the accuracy of room count
Assist in the preparation of weekly and monthly reporting on hotel occupancies and rates as required by FOM and Director of Finance/Business Support
Monitor budget and control expenses with a focus on food, beverage, and labour costs….
Compile statistics for Guest Services and provide reports relating to that area
Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
Ensure accuracy, control and safety of all cashiering procedures. Investigate any banking discrepancies- liaise with Accounts.
Drive IHG Rewards and Ambassador Enrolments to meet IHG and Resort monthly and annual targets
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.
Monitoring and identifying areas in which to minimize rebates.
Help create the department’s annual budget and the setting of departmental goals
Supervise same day selling procedures to maximize room revenue and property occupancy
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
Understands night audit procedures and being able to comprehend and utilize reports as necessary
Guest Experience
Promote Inter- Hotel sales and in- house facilities
Assist in the review of comment cards and guest satisfaction results with employees
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
Oversee maintenance of efficient repeat guest history system
Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
Overall responsible for ensuring the respective guest area at the lobby is clean, tidy in orderly manner at all times
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
Responsible for all aspects of resort operation affecting guest stay
Maintain a high profile and presence in the Resort Lobby at all times
Perform such functions as to include but not be limited to: IHG Rewards/InterContinental Ambassadors and regular guest welcome letters / Solicitation of IHG Rewards club and Ambassador Enrolments
Attending to special requests by guests
Problem Resolution to 100% Guest satisfaction
Monitor Guest Services personnel to ensure all guests, IHG Reward Members and InterContinental Ambassadors consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service
Run and review critical information contained in room operations reports
Approve upgrades and special amenities in absence of Front Office Manager
Oversee requisitions for all front of the house amenities on a timely basis.
Liaise with other departments and necessary outside contracts to ensure excellent service delivery
Familiar with system recovery procedures
Responsible Business
Takes action with the Property Management Systems (PMS) in emergency situation
Facilitate the reporting and investigation of injuries and illnesses arising from guest and workplace activities, conduct / assist in investigations to recommend and put in place corrective actions to prevent or minimize the chance of recurrence
Provide induction and refresher training to all staff, ensuring their ability to discharge allocated Workplace Health & Safety responsibilities including: hazards within the workplaces, safe operating procedures, use and maintenance of PPE and safety equipment and emergency response procedures
Champion the identification and reporting of hazards, evaluation or risks, and design and implementation of hazard and control measures
Be responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety.
Evaluate staff performance with reference to occupational health and safety responsibilities and performance standards, as outlined within job descriptions and IHG’s leadership brand competency framework.
Assists in the investigation of employee and guest accidents
May assist with other duties as assigned by management
Demonstrate a sound awareness of Workplace Health and Safety policies and procedures and ensure the dissemination of information to all team members
Fully conversant with the Crisis Response Team emergency procedures per the Crisis manual and upon advice from relevant authority that cover emergencies not limited to: Medical emergencies, loss and prevention, all incidents and reporting, fire life and safety, evacuation procedures, power outage and system downtime
Conducts First Aid and CPR if required to preserve life.
Operate all department equipment as necessary and reporting malfunctions
Other ad- hoc duties – unexpected moments when we have to pull together to get a task done
