Employee Selection
• All employees selected meet the essential requirements of the employee specifications for their position
Training & development
• Employees passing probation period have been trained in all essential tasks as per self- leadership assessment form.
• Training plans for all employees are prepared, implemented, and regularly updated.
• An active talent spotting program is in place to support succession planning and career growth for shining employees.
• Employee performers and high potentials have access to further professional and personal development training as per training plan.
Coaching & performance review
• All employees complete a self- leadership review and attend a formal performance review before the end of their probation
• All direct reports receive a formal annual performance review prior to contract renewal
• On job performance is regularly observed and assessed informally. Good performance is acknowledged, poor performance is coached
Guest Experience
• Ensures Reservations from all channels are handled in a swift and courteous manner, and in line with all applicable LQA Standards
• Actively takes ownership to ensure guest needs can be met in line with company approval grids.
• Ensures guest information is obtained, communicated, and acted upon, in a complete manner including contact preferences, guest preferences and special requests.
• Ensures special care is extended to VIP guests in accordance with company policies.
• Ensures Questions, enquiries and requests are received through all channels, delegated, and answered in a prompt and professional manner while maintaining up to date knowledge of all resort activities.
• Assists and closely collaborates with sales team for trade booking requirements.
• Assists the FOM in reviewing and implementing guest facing policies and procedures.
Profit Optimisation
Under the guidance of the GM, FOM and corporate sales & revenue teams:
• Ensures availability & visibility on all channels is managed according to actual business situation.
• Engages with trade partners in person, via phone and email in a professional manner.
• Ensures direct booking channels are maximized by taking leadership over the process as outlined in company policy.
• Forecasts business demand and actively suggests improvements or changes to current rates, promotions, or strategies.
• Implements active up & cross selling programs that enhance overall business performance.
• Ensures rates are created, loaded and in line with negotiated or agreed on contracts, structures, and promotions.
• Ensures that rate parity is maintained on all channels including online platforms.
Reporting & Administration
• Guest preference reports are updated & shared with all relevant departments.
• Ensures complete documents are in place for all arrival bookings, works closely with the finance department verifying payments are collected and leads all administrative procedures related to this process including refunds and rebates where approved.
• Assists sales team with handling & documenting group requirements.
• Information exchange and relationship is maintained with all resort departments.
• Reviews no- show and cancelled reservations and processes charges according to hotel’s policy and produces a formal report thereof.
• Perform any other duties might requested by FOM, EAM or GM
• Daily, weekly and monthly reports are issued with accuracy and in line with agreed deadlines.
• Policies and procedures are kept up to date and reviewed periodically.
