Supervises and participates in maintaining constant surveillance of the entire hotel to detect potential sources of security problems, safety hazards and fire hazards:
Completes daily security log, including pertinent information from the shift.
Closes down food and beverage outlets each night.
Ensure hotel is patrolled on a regular basis.
Ensures all meeting and exhibition rooms are secured.
Ensures all hotel entrances are locked and unlocked as per hotel policy.
Maintains hotel key management procedures, and ensures that all keys are accounted for.
Handles complaints, investigates and thoroughly reports on customer or employee injuries, workers compensation claims, thefts, assaults, lost property, car accidents, loud parties, vandalism and other customer complaints as necessary:
Takes appropriate action on hotel cleanliness issues and general hotel services.
Maintains responsibility for handling any emergency that would require partial or complete evacuation of the hotel in instances such as fire, armed robbery, severe injuries, power failure or bomb threats as necessary.
Conducts audits:
Conduct daily, weekly, or as required, telephone extension and mobile calls auditing to ensure that there is no systematic and wilful abuse by employees.
Ensures only authorized employees access to the hotel when required and investigate all unauthorized access by employees.
Conduct audits on various departments within the hotel in relation to the various holdings, including but not limited to, alcohol, food and FF&E.
Conducts audits on the Hotel Micros Fidelio system, Internet and Intranet facilities to ensure that only authorized system transactions are being conducted and to further ensure compliance with the Hotel’s Internet and Intranet policies.
Oversee employee adherence to security issues:
Where necessary provide verbal or written warnings in conjunction with the Human Resource Department to employees in relation to transgressions of the hotel’s Security Operating Procedures and Practices.
In conjunction with the Financial Controller investigate all suspicious financial transactions to minimize the exposure of the Hotel to employee based fraud.
Maintain safe working conditions within the department and the Hotel:
Ensure that all employees follow safety rules and procedures.
Takes corrective action where required to improve safety of the work areas.
Provide employees with the information needed to perform their job effectively:
Creates 100% guest satisfaction by providing the Yes I Can! experience through performance that demonstrates the standards of genuine hospitality and exceeding guest expectations. Provides employees with the training and resources they need to maximize employee engagement and deliver Yes I Can! service and teamwork
Provides feedback to the employee and Department Manager on the employee’s work performance of job responsibilities.
Seeks opportunities to improve the customer experience by seeking customer feedback and reviewing management reports and developing strategies to improve department and hotel services
Communicates and reinforces the vision for Yes I Can! service to employees
Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis
Orients employees to the department and hotel and provides on- the- job training on job responsibilities.
Ensures that employees provide Yes I Can! genuine hospitality and teamwork on an ongoing basis
Prioritizes and assigns work.
Provides employees with the tools, training and environment they need to deliver Yes I Can! service and teamwork
Adhere to hotel’s policies and procedures:
Keeps immediate manager promptly and fully informed of all problems or unusual matters of significance.
Maintains a favourable working relationship with all other company employees to foster and promote co- operative and harmonious working climate.
Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
At all time projects a favourable image of Brand to the public.
