Full job description

Duties and Responsibilities

• Financial Performance (Up-selling, Room Revenue, Operation Auditing).
• Showing Initiative, Problem-Solving, Staff Training, Team Leading.
• Manages and motivates the Front Office team to provide a high standard of service for customers.
• Welcomes guests and fosters customer loyalty through his/her friendly manner.
• Develop high-quality relationships with guests throughout their stay.
• Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.
• Oversee and supervise guest arrivals and departures with the front office executive and duty managers.
• Provide a high level of customer service and maintain a high profile in the day-to-day front office operations.
• Ensure that personalized service is offered to each and every guest.
• Ensures that the pricing policy and internal audit procedures are duly applied.
• Supervises the management of debtors, group and individual guest invoicing and cash operations.
• Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
• Review the arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
• Prepare monthly and daily revenue reports and circulate them to all HOD’s.
• Prepare Room revenue and occupancy forecast and take action on rate strategies.
• Is involved in the recruitment of new team members for the front office.
• Integrates and trains employees, providing support for skills development.
• Ensures that all front desk employees are well presented (uniforms, personal hygiene etc), and also punctual.
• Ensures that the workplace remains clean and tidy
• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
• Makes sure that the hotel’s pricing policy and sales pitches are duly applied in order to optimise RevPAR.
• Have a good knowledge of all systems and standard operating procedures of the front office.
• Ensures that guest documentation and information are available and up-to-date.

Well-developed communication and customer relations skills. Highly organized, and results-oriented with the ability to be flexible and work well under pressure. Knowledge of Opera / Fidelio / Otherworld Class Property Management System is required.

EDUCATION:

A degree or Diploma in Hospitality Management is an asset or graduate bachelor’s degree and/or diploma in hotel or other related field. Computer Knowledge and experience in MS Office programs.

EXPERIENCE:

Minimum 2 to 3 years work experience as Assistant Manager or Team Leader – Front Office / Guest Relations in a hotel.