Actively seek verbal feedback from customers and team members at every opportunity.
Agree and implement actions to make improvements to customer service.
Assess team members’ performance against standards.
Participate in the development of the annual budget, developing short and long term financial operating plans.
Get members of the team to work co- operatively with others.
Set- up and maintain leave plans for the department.
Ensure standards trainings and assessments are carried out.
Understand the situation in other departments and their implications for your own department.
Describe, assign and delegate duties and authority for the operation of the department at all times.
Ensure that the shift is reviewed, handovers and briefings are carried out.
Communicate to the team their responsibilities within H&S.
Have detailed knowledge of Hilton departmental standards, explaining the standards to the team and training each team member individually with specific job skills checklists that relate to their responsibilities.
Coordinate with the Housekeeping department to ensure cleaning is followed- up, ensuring that follow- up procedures are maintained.
Communicate relevant financial information to the team.
Responsible for the maximization of room revenue and profit through commercial room management, ensuring a consistently high standard of customer service within the department.
Complete regular financial and operating reports as required or requested by the Director of Rooms.
Attend and participate in regular operational and hotel meetings.
Carry out seasonal inventory of operating equipment.
Analyze and explain any financial variance against plans.
Establish good communication with the Housekeeping team.
Carry out selection interviews and make effective recruitment decisions based on skills and attitude.
Carry out annual appraisals with all team members in accordance with legal and hotel guidelines and identify individual training needs.
Ensure that daily operation is managed by the Assistant Front Office Manager, Duty Managers, Chief Concierge and Supervisors who are totally accountable for the profitability and service standards achieved.
Monitor standards through regular standards review checks.
Develop and implement department training plans to meet business needs.
Understand relevant Health & Safety (H&S) legislations and their implications on the operation of the department.
Make all decisions regarding overbooking the hotel on the same day, ensure all out bookings are carried out by members of the Management and that overbooking levels for future days will be monitored by the Reservation Manager.
Be available to assist on duty in the hotels during any busy days or special events.
Positively dealing with and learn from customer complaints and comments with follow- up and feedback to the Director of Rooms.
Prepare rosters and job schedules for team members to meet business needs (taking into consideration internal activities, occupancy and external events, promotions etc.).
Represent the needs of the team to others in the hotel.
Be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.
Provide relevant training to new team members.
Forecast potential costs, review expenses on a monthly basis and implement actions for improvement, following the company’s control procedures.
Understand the quantity and quality of people needed to operate the department.
Assist in the training of team members ensuring that they have the necessary skills to perform their duties with maximum efficiency.
Participate in community public relations for the hotel.
Understand the goals of the hotel and the department’s role in achieving it, communicating goals to the team.
Plan ahead and ensure adequate resources are available.
Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service.
Identify, communicate and act on potential sales leads.
Keep the team up to date on departmental, hotel and company activities through regular communication meetings and memos, including special events, promotions in the restaurants and bars.
Maintain in- depth technical knowledge and skills required for the job.
Use key monitors and financial targets to evaluate the department’s performance and make future plans.
Regularly review individual and team performance against objectives and provide feedback.
Communicate effectively with Housekeeping, groups and tours about any in- house group holding catering events, ensuring direct liaison with group leaders upon arrival for special requests.
Assist with the annual marketing plan to establish a list of marketing activities in line with the annual business plan, supported by appropriate advertising and promotion budgets from suppliers with the support of the Marcom team.
Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.
Monitor, control and minimize overtime for the department.
Ensure that safe and healthy working practices are implemented at all times.
Carry out training programs for team members with the Learning & Development Manager and departmental trainers.
Plan and ensure that departmental orientation is carried out.
Set and agree to departmental objectives for self and team.
Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.
Implement and follow through with improvements identified.
Demonstrate positive leadership characteristics which inspire team members to meet and exceed standards.
Be aware of potential highs and lows in the business.
Ensure that supplier liaison with the Purchasing team ensures maximum support with regards to sponsorship, marketing and pricing initiatives.
Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.
Maintain high customer service focus by approaching your job with the customers always in mind.
Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.
Maintain a presence in the lobby setting the example for team members for guest service.
Analyze financial information that is provided via the payroll system and Opera PMS , to assist decision making.
Review and evaluate all training activities.
Introduce appropriate product knowledge courses for team members.
Perform other duties as assigned by Managers
Assist the Marcom team with the preparation of event brochures.
Ensure that new recruits have all relevant information before commencing employment.
Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
Maintain guest histories to assist with returning guests.
Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.
Create and implement sales promotions and team members incentives as per discussion with the Director of Rooms.
Be proactive towards guests, assisting them with any reasonable requests, and training all team members to see these things before the guests ask.
