• Monitor Front Office, and particularly Guest Relations personnel, to ensure A/Club members and known repeat guests and other VIPs receive special attention and recognition
• Perform any other task assigned based on the hotel needs or requirements.
• Maintain all procedures and adheres to them within the Novotel guidelines; in particular with emphasis on hotel credit policy.
• Ensures departmental Risk Management Calendar actions are up to date as per monthly calendar schedule.
• Works with Human Resources on manpower planning and management needs
• Continually check the accuracy of room count
• Supervise the Health club team to ensure optimum membership levels are achieved and database and records kept accurately
• Interpret computer reports
• Schedule and regularly conducts routine inspections of areas under his/her control
• Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
• Fully conversant with all hotel emergency procedures
• Is prepared to implement assigned tasks during emergencies such as fires, power failures and bomb threats
• Inspect frequently for cleanliness and orderliness, the lobby, reception and cashier’s desk and, on a random basis, VIP rooms prior to arrival
• Monitor front office personnel to ensure guests receive prompt, cordial attention and personal recognition
• Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue
• Compile statistics for front office and provide reports relating to that area
• Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees
• Works with Director of Finance in the preparation and management of the Department’s budget.
• Know system recovery procedures and trains the team in these procedures
• Promote Inter-Hotel sales and in-house facilities and monitors Front Office Marketing techniques in line with FIT marketing program
• Maintain inter-departmental relationships to ensure seamless customer service
• Prepares efficient work schedule for all related departments, 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
• Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information
• Liaise closely with Executive Housekeeper to ensure special guest needs, amenities and other room related requests are met
• Assume overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair and well maintained
• Approve upgrades and special amenities
• In conjunction with the APACHE team prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outage, Bomb Threat, Cyclone Warnings, etc
• Communicate to the RM or his delegate all information likely to be of interest to them such as the expected arrival and departure of VIPs and all other pertinent information
