Planning and Organising:
• Plan and implement training plans for all Front Office employees. Conduct regular Team Member training, and monitor its success. This will involve training in both IT systems and guest- service procedures.
• Participate in preparation of the hotel&039;s strategic and marketing plans. Prepare the Front Office team budget.
• Maintain full knowledge of the Property Management and Call Centre computer systems.
Operations
• Conduct regular room and floor inspections to ensure quality standards, complete necessary Engineering Job Order or housekeeping cleaning requests and monitor the results.
• Take personal responsibility for maximizing quality levels of product and service, and guest satisfaction.
• Provide coaching and counseling, support and guidance to the Team Members as required.
• Drive the implementation of all sales and promotional programmes of the hotel. Take personal responsibility for driving Upselling within the property.
• Monitor daily arrivals and action as appropriate for any VIP or special request. Liaise with housekeeping, room service and guest relations where necessary to complete the action.
• Ensure that all Standard Operating Procedures are being adhered to, by training all staff and monitoring their performance. Continue to capture best current practice in new LSOPs relating to front office operation.
• Develop and maintain a motivational working environment within the department.
• Remain accountable for all elements of the department operations.
• Supervise the functioning of all departmental employees, facilities, sales and costs, to ensure maximum departmental profit is achieved.
• Ensure Team Members are up- to- date with current information and data of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets & promotion, spa and health club, and other services and facilities.
Administration
• Liaise with the Accounting Department for accounting and auditing related front office procedures, reports and operational problems and payments of commission.
• Establish and maintain effective employee relations.
• Assist the Accounting Department in collecting outstanding, especially bills from tour leaders, local representative of operator and local agencies.
• Provide assistance to local representatives of tour operators and travel agencies.
• Liaise with HR in all employee matters including interviewing and hiring, employee orientation, performance appraisals, coaching, counselling, and dismissal if necessary to ensure appropriate staffing and productivity.
• Control payroll and business expenses of the department.
