ACCOUNTABILITIES
Ensure that the group standards are understood and upheld by all Front office team members under the guidance of the Front Office Manager.
Maintaining and developing agreed operating procedures involved in the Front Office under the guidance of the Front Office Manager.
Also ensuring that all team members adhere to the correct procedures as laid down in the operating manuals.
Ensure the overall efficient performance of the Front office department under the guidance of the Front Office Manager.
ESSENTIAL DUTIES AND RESPONSIBILITIES
To ensure the highest levels of guest satisfaction whilst maintaining compliance with all Front Office, hotel and company policies and procedures.
To be responsible for the maximization of room sales and revenue for the hotel.
Works under the guidance of the Front Office Manager.
To ensure a consistently high standard of presentation is maintained for both the department and its personnel.
Ensures Sales attitude is adaptable at all times and maintains an awareness of all sales opportunities within the hotel.
To ensure a high level of guest service is consistently maintained.
To ensure high level of product knowledge of the hotel and local area.
To ensure our guests receive a fast, efficient check-in and checkout process.
To maintain and update guest history and marketing data base as laid down in the front office procedures.
To ensure an effective system of room allocation as per guests’ bookings, requests and availability under the guidance of the Front Office Manager.
To ensure that all guests’ complaints and queries are handled with the utmost discretion in a timely and professional manner at all times. Ensuring that all complaints are logged for future reference, follow up and action as required under the guidance of the Front Office Manager.
To be aware of all expected VIP arrivals and departures and those already in-house and is familiar with the names, affiliation and room numbers as an indication of personal courtesy and recognition. Meet VIP guests upon arrival and escorts them to the rooms whenever required under the guidance of the Front Office Manager.
To ensure that returning guests are welcomed back to the hotel and guest preferences and special requests are communicated to all concerned departments to ensure guest satisfaction.
To ensure that telephones are answered quickly and efficiently, following company standards.
To ensure that all hotel literature is kept updated and available through the Front Office department to maximize sales opportunities in line with the current policies & procedures.
To report any non-compliances or unusual/suspicious activities to the concerned departments.
Ensures concerned supervisors are kept full aware of any relevant feedback from either customers or other departments.
Ensures all duty shift procedure checklists are continuously monitored and all tasks completed by the end of the shift.
Assists in all Rooms & Guest Services functions when needed under the guidance of the Front Office Manager.
In conjunction with night audit staff, ensure timely and accurate reporting of daily operating results and statistical information as related to revenue and expenses under the guidance of the Front Office Manager.
To review in conjunction with the respective Department Heads, the current business practices for front office, and identify critical re-enforcement and improvement areas to the hotel under the guidance of the Front Office Manager.
To audit the overall service delivery and the selling / Up selling skills of the Front office team, and to devise training plans aimed at ensuring optimal functioning of the department under the guidance of the Front Office Manager.
To understand and be able to support the technical aspects of WinCLOUD at the hotel, as related to data flows in the systems.
Attends Management meetings and daily briefings as per the instruction from the Front Office Manager or higher management.
Ensures all Front Office colleagues with cash handling responsibilities strictly adhere to all hotel and company policies and procedures in this regard under the guidance of the Front Office Manager.
Supervise / Train team members to assist guests, deliver service and establishes comprehensive training programmes for the department.
Mentor team members, give feedback on their performance and lead by example
Manage team members ideally during working hours and assist when necessary under the guidance of the Front Office Manager.
Adheres to all HR and Hotel policies and procedures
Actively participates in energy saving and recycling initiatives under the guidance of the Front Office Manager
Job Type: Full-time