Actively contribute towards reaching agreed hotel performance targets and objectives
Prepare daily arrival and to manage room allocations and guests’ requests in cooperation with Housekeeping department promptly. Regularly review room availability situations together with Housekeeping
Handle any management issues or emergencies that arise, record and resolve as necessary
Seeking, monitoring and assessing guest feedback and putting into place detailed action plans focused on enhancing the guest experience.
Report any security issues to senior management immediately
Ensuring immaculate presentation of the Front Office, both front and back of house areas at all times
Understands and complies with loss prevention policies and procedures.
Ensure VIP rooms are ready, checked and all in order prior arrival. Be familiar with all in- house VIP’s, regular and long stay guests.
Along with Front Office Manager together with Housekeeping and Engineering to clock rooms as necessary for maintenance.
Ensure all accounting practices and processes are achieved per hotel specific SOP&039;s
Responsible for the processing of night audit and nightly reports, along with monitoring the building security, and assisting operations for the day team to ensure exceptional service is provided around the clock.
Manage and support the Front Office team, ensuring that brand standards are met and guest expectations are exceeded.
Delegate daily tasks to the team, coach and counsel staff to be at their best and maintain a positive work atmosphere
Handle guest requests, inquiries and complaints promptly. Ensure guest feedback is recorded accurately and action any service recovery processes in a prompt and efficient manner.
As required assist with reservations while ensuring hotel specific SOP&039;s are adhered to at all times. Liaise with accounts and reservations on any matters that arise.
Assist the Front Office Manager with the management and support of daily Front Office Operations
Ensure new SOPs, standards and processes are communicated and followed through on a daily basis.
Maximize sales revenues through up- selling and marketing programs within the department
Ensure your team maintains a professional manner and are up to date with VIP guest movements, hotel events, local attractions and activities
Driving team members engagement and brand pride across the Front Office
Maintain knowledge of hotel products, services, policies and emergency procedures
Create 100% guest satisfaction by providing the Yes I Can! experience through performance that demonstrates the standards of genuine hospitality and exceeding guest expectations. Provide employees with the training and resources they need to maximize employee engagement and deliver Yes I Can! service and teamwork
Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis.
Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems.
Gives personal attention, takes personal responsibility and uses teamwork when providing guest service.
Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction
Performs other duties required to provide the service brand behavior and genuine hospitality.
Adhere to hotel policies and procedures:
Communicate effectively with guests, co- workers and the manager.
At all times projects a favorable image of the Hotel to the public.
Follows safety and security rules and procedures.
Assist in the development of the Hotel business plan and ensure an overall understanding of its departmental goals and objectives.
Keeps immediate Supervisor promptly and fully informed of all problems or unusual matters of significance.
Attends work on time as scheduled.
Maintain a favourable working relationship with all other hotel employees to foster and promote a co- operative and harmonious working environment.
Perform all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
