REPORTS TO
: Assistant Front Office Manager and Front Office Manager
BASIC FUNCTION
Supervision of Guest Service Agents and Guest Relations Officer and the monitoring of the hotel lobby area, Concierge, Business Centre, Executive Lounge, Call Centre and Limousine Desk in any absence of the Manager.
DUTIES AND RESPONSIBILITIES
Ensures all issues relating to guest satisfaction are raised, monitored, and followed up on a timely basis.
Conducts regular perimeter checks of the hotel to ensure standards are being maintained, safeguarding potential loss of hotel assets.
Ensures that the rooms are properly prepared and arranged and escort VIP guests to their rooms.
Conducts daily shift briefings and regular meetings to communicate all relevant information to the colleagues in a timely manner and to allocate tasks where necessary.
Conducts regular staff training and monthly meetings according to individual development plans; monitors each member of staff’s training record.
Oversees the personal hygiene and grooming standards of staff in the department as outlined in the staff handbook.
Check FDA cash floats at the end of each shift to ensure correct accounting.
Ensures the manager&039;s float is maintained at a constant level as issued by the Accounting Department.
Coordinates and supervises group arrivals and departures by ensuring sufficient staffing levels according to the workload.
Maintain and update a systematic filing system of all information related to GSA and guests.
Checks all registration cards updated by FDAs to ensure accuracy and accordance with the law.
Maintains the daily departmental log, daily courtesy call log, and walked guest log.
Ensures staff have an up to date “product knowledge” including, current information and data relating to room types, rates, relative features and facilities, food and beverage outlets and promotions, spa and health club and other services and facilities.
Attends training sessions as required and for at least 40 hours per year.
Report to the management any anticipated problems or concerns.
Ensures credit policy is adhered to at all times, alerting the Front Office Manager of any potential credit risks.
Meets and greets all return guests, Club/Executive and VIP guests of the hotel together with or in absence of the Assistant Front Office Manager and Front Office Manager.
Ensures computer &039;backups&039; are done at regular intervals in lieu of the CIS Manager with corresponding backup reports.
Monitors daily arrivals by ensuring all guests requests are carried out, all realistic expectations are met, and reservations are honoured.
Coordinate (in conjunction with Chief of Security) fire and emergency evacuation procedures.
Ensures all check- ins/outs are efficiently conducted within 4 minutes. Assists the FDA’s in case of heavy workload.
Ensures all stationery levels are well stocked and equipment is well maintained.
Maintains and continuously improves a motivational working environment within the department.
Ensures the effective day to day running of each shift in achieving the goals of the hotel.
Submits relevant maintenance, housekeeping cleaning, blocking rooms and rooms change requests,
Conducts room and floor and other property inspections as required by the Management.
Provides staff coaching and counselling, support, and guidance as appropriate.
Reconcile and check FDA banking and auditing to ensure all records are balanced and accurate.
Assist all other areas of the hotel when required.
Any other appropriate duty that may be assigned by Management.
Maintains and continuously improves positive working relationships with other departments.
