* BASIC FUNCTION:
- Supervise and ensure the effectiveness of the Front Office operations and management including, Front Desk, Concierge, Porter, Business Center, Executive Lounge, Call Centre and Airport Representation.
* DUTIES AND RESPONSIBILITIES:
- Oversees the effective day-to-day running of the Front Office Department to achieve the guest experience goals.
- Meets and greets all Return Guests, Club/Executive and VIP guests of the hotel.
- Ensures that all issues relating to guest satisfaction are dealt with and followed up in a timely and professional manner.
- Conducts regular staff training and monthly meetings.
- Monitors staff training to ensure the effective use of training to increase productivity. Develops staff training and activities in order to continuously improve their skills and knowledge.
- Develops and maintains standards and procedural manuals.
- Regularly inspects all sections to ensure that quality standards are maintained and the sections are in good working condition.
- Attends FO and other related meetings within and outside the Hotel to ensure he/she remains up to date on current information and good practice. Networks with other managers from the same discipline.
- Ensures staffing levels are in line with hotel occupancy and workload.
- Develops and maintains a motivational working environment within the department.
- Provides coaching, counselling, support and guidance to staff, as required.
- Monitors and checks Front Office cash floats and related documents to ensure amount is correct as issued by the Accounts Department.
- 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.
- Conducts regular room and floor inspections to ensure quality standards and the notification and completion of necessary Engineering Job Orders or housekeeping cleaning requests.
- Promotes other Centara Hotels & Resorts properties.
- Ensures that reservation forecasts, projections, lists and reports are prepared and distributed, in a timely manner, to all concerned.
- Checks and regularly deals with all documents and correspondence related to bookings in order to detect double-bookings, non guaranteed bookings, filing errors, and other inaccuracies.
- Regularly updates accurate information in files on telephone lists of hotels, embassies, theatres, places of interest, excursions, important addresses and other points of general interest.
- Ensures updated copies are kept at the Call Centre, Business Centre and Concierge/Porters desk
- Ensures current maps, information brochures of the area and the locality as well as current timetables and availability of air, ground (buses and trains), and sea transportation.
- Monitors the accuracy, preparation and distribution of daily forecasts and reports prepared by GSAs.
- Reports to the management in cases of anticipated space or room allocation problems.
- Supervises the handling of guest history and requirement efficiently.
- Enforces proper and reliable handling of the tour desk including their service attitude and cleanliness.
- Liaises with the Accounting Department for accounting and auditing related front office procedures, reports and operational problems and the payment of commission.
- Assists the Accounting Department in collecting outstanding payments, especially bills from tour leaders, local representative of tour operators and local agencies.
- Handles relevant comments or complaints by hotel guests and informs the Management through the guest response programme.
- Provides assistance and a friendly approach to local representatives of tour operators and travel agencies; forwards any relevant comments to the Management.
- Ensures the presence and proper appearance of all staff at all times.
- Carries out any other duty that may be properly assigned by the immediate line manager
