Financial returns:
Compile statistics for Guest Services and provide reports relating to that area
Maximize occupancy, revenue and average rate while maintaining high service standards
Drive Room upselling on day-to-day basis with monthly tracking record
Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
Continually check the accuracy of room count
Assist the Front Office Manager setting and ensuring the Guest Services achieves its financial and performance targets for both revenue and expenditure.
Understands night audit procedures and being able to comprehend and utilize reports as necessary
Ensure accuracy, control and safety of all cashiering procedures. Investigate any banking discrepancies -liaise with Accounts.
Assist in the preparation of efficient work schedule for Guest Services Staff, 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
Monitoring and identifying areas in which to minimize rebates.
Assist in the preparation of weekly and monthly reporting on hotel occupancies and rates as required by FOM and Director of Finance/Business Support
Oversee rosters on a daily basis, ensuring that budget and business levels are taken into consideration and also paying close attention to any relevant holiday considerations.
Compile, analyses and control guest relations’ costs
Drive IHG Rewards and Ambassador Enrolments to meet IHG and Resort monthly and annual targets
Supervise same day selling procedures to maximize room revenue and property occupancy
Be actively involved in ensuring that the Guest Services team understands the Resort’s financial and department objectives.
Oversee Night Audit accuracy of audit and follow up if necessary.
People:
Organize and conduct regular meeting for all Guest Services and front of the house staff to facilitate communications and smooth operations
Works with Superior and Director of Finance in the preparation and management of the Department’s budget
Monitor Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition
Effectively schedule employees to business demands and tracks employee time and attendance
Assist the Front Office Manager in all aspects of the duties
Effectively schedule employees to business demands and tracks employee time and attendance
Works with Superior and Human Resources on manpower planning and management needs
Open and close Front Office shifts and ensuring completion of assigned shift checklist and other duties
Ensures employees have the proper supplies and uniforms
Communicate performance expectations employees in accordance with job descriptions for each position
Maintain inter-departmental relationships to ensure seamless customer service
Provide input for Guest Services Departmental Meetings and deputizes in cases of absence
Assist the Front Office Manager to assign rooms and revise according to operational requirement on day-to-day basis
Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary
Monitor all front of the house area personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure Control the availability of rooms, rooms types, accuracy of room count and rate categories
Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees
Guest experience:
Run and review critical information contained in room operations reports
Monitor Guest Services personnel to ensure all guests, IHG Reward Members and InterContinental Ambassadors consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service
Maintain a high profile and presence in the Resort Lobby at all times
Overall responsible for ensuring the respective guest area at the lobby is clean, tidy in orderly manner at all times
Promote Inter-Hotel sales and in-house facilities
Responsible for all aspects of resort operation affecting guest stay
Oversee maintenance of efficient repeat guest history system
Liaise with other departments and necessary outside contracts to ensure excellent service delivery
Interact with guests to obtain feedback on product quality and service levels; effectively responding to and handles guest problems and complaints seeking assistance from supervisor as necessary
Problem Resolution to 100% Guest satisfaction
Assist in the review of comment cards and guest satisfaction results with employees
Perform such functions as to include but not be limited to:
Oversee requisitions for all front of the house amenities on a timely basis.
Attending to special requests by guests
Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
Solicitation of IHG Rewards club and Ambassador Enrolments
Overall responsible for ensuring and maintaining the entire range of services offered for front of the house areas includes all Guest Services staff, Butlers, Buggy & Bell Services, Concierge and driver team with the aim to maximum guest satisfaction
IHG Rewards/InterContinental Ambassadors and regular guest welcome letters
Approve upgrades and special amenities in absence of Front Office Manager
Familiar with system recovery procedures
Responsible business:
Evaluate staff performance with reference to occupational health and safety responsibilities and performance standards, as outlined within job descriptions and IHG’s leadership brand competency framework.
Conducts First Aid and CPR if required to preserve life.
Takes action with the Property Management Systems (PMS) in emergency situation
Facilitate the reporting and investigation of injuries and illnesses arising from guest and workplace activities, conduct / assist in investigations to recommend and put in place corrective actions to prevent or minimize the chance of recurrence
Fully conversant with the Crisis Response Team emergency procedures per the Crisis manual and upon advice from relevant authority that cover emergencies not limited to: Medical emergencies, loss and prevention, all incidents and reporting, fire life and safety, evacuation procedures, power outage and system downtime
Assists in the investigation of employee and guest accidents
Champion the identification and reporting of hazards, evaluation or risks, and design and implementation of hazard and control measures
Operate all department equipment as necessary and reporting malfunctions
Demonstrate a sound awareness of Workplace Health and Safety policies and procedures and ensure the dissemination of information to all team members
Provide induction and refresher training to all staff, ensuring their ability to discharge allocated Workplace Health & Safety responsibilities including: hazards within the workplaces, safe operating procedures, use and maintenance of PPE and safety equipment and emergency response procedures
