Administration
• Makes copies of correspondence or other printed matters.
• Monitors and maintains the proper appearance of the Division’s office area.
• Checks and updates employees’ attendance records for Division Heads approval and obtain individual employee’s signature before forwarding it to Human Resources/Accounting.
• Ensures travel authorisation forms are fully completed and signed by the respective executive before handing over to the Director of Finance for signature.
• Handles monthly requisition of stationeries/general and dry goods stores.
• Handles franking of mails for the Divisions.
• Maintains organised files.
• Sets up a systematic and efficient filing system, both for hardcopies as well as all electronic data, that enables quick retrieval; ensures all files are kept up- to- date at all times.
• Prepares the relevant materials for all meetings attended by Division Heads: Daily Operations Meeting, Executive Committee Meetings, Departmental Meetings and ad hoc meetings.
• Types, takes dictation and minutes, draft letters, files and traces and composes correspondence.
• Provides administrative support to Division Heads; ensures the implementation of hotel policies, standards, and procedures as they apply to the administrative functions.
• Reads and routes incoming mail and outgoing correspondences.
• Answers telephone and gives information to callers or routes call to appropriate official and places outgoing calls.
• Types, files, and upkeeps all private and confidential matters related to the department.
• Prepares outgoing mail.
• Handles outgoing mails by courier.
• Locates and attaches appropriate file correspondence to be answered by Division Heads.
Customer Service
• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
• Ensures the delivery of brand promise and provides exceptional guest service at all times.
• Greets visitors, ascertains nature of business, and directs visitors to appropriate employee.
• Maintains positive guest and colleague interactions with good working relationships.
• Provides excellent service to internal customers in other departments as appropriate.
Operational
• Assists in the preparation of the Annual Business Plan.
• Works closely with other employees in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
• Daily updates, responds to the results of the Maritz scores and ensures that the relevant changes are implemented.
• Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.
• Ensures that minimum brand standards have been implemented.
• Ensures new technology and equipment are embraced, improving productivity whilst taking work out of the system.
• Works in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.
Other Duties
• Consolidate training plans and training records from all outlets by end of the month.
• Attends and contributes to all training sessions and meetings as required.
• Maintains strong, professional relationship with the relevant representatives from competitor hotels, business partners and other organisations.
