The posting
OBJECTIVE
Assist in managing all aspects of the front office areas which may include but is not limited to guest registration, bell services, concierge services, business center, tele-phone services, and guest reservations to ensure guest satisfaction and maximize hotel profitability. Adhere to all brand standards and desk merchandising.
LOCATION
Kandima Maldives
REPORTS TO
Front Office Manager / Assistant Front Office Manager
QUALIFICATION
Diploma / degree in Hotel Management or related course.
EXPERIENCE & SKILLS
•Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third par-ties that reflects highly on the hotel, the brand and the Company.
•Good writing skills – English proficiency
•Proficient in the use of Microsoft Office and Front Office System
•Problem solving, reasoning, motivating, organizational and training abilities
•Strong Leadership skills in managing teams
•Ability to manage complex relationships
•2 years of guest service / hotel experience with one year in a management capacity, or an equivalent combination of education and experience.
•Type and level of experience required may vary slightly based on size and complexity of operation
KEY DUTIES / RESPONSIBILITIES
•Assists the Front Office Manager in all aspects of their duties
•Assist Front Office Manager in execution of the management of staff
•Monitor Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition
•Interpret, analysed and report, guest satisfaction scores through guest satisfaction tracking system and online feedback tools
•Monitor Front Office and particularly Guest Relations personnel, members, known repeat guests and other VIPs receive special attention and recognition
•Control the availability of rooms, rooms types, accuracy of room count and rate categories
•Liaise with Housekeeping Department to ensure room image is maintained and the “Room Ready on Arrival” is adhered to
•Turn away guests if occupancies deem it necessary ensuring no good-will is lost
•Liaise closely with Executive Housekeeper to ensure special guest needs, amenities and other room related requests are met
•Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
•Know system recovery procedures
•Interpret computer reports
•Compile statistics for front office and provide reports relating to that area
•Continually check the accuracy of room count
•Approve upgrades and special amenities in absence of manager
•Maintain inter-departmental relationships to ensure seamless customer service
•Inspect frequently for cleanliness and orderliness, the lobby, reception and cashier’s desk and, on a random basis, VIP rooms prior to arrival
•Assist in the preparation of efficient work schedule for Front Office 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
•Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees
•Provide input for Front Office Departmental Meetings and deputizes in cases of absence
•Promote Inter-hotel sales and in house facilities
•Works with Superior and Human Resources on manpower planning and management need
•Works with Superior and Director of Finance in the preparation and manage-ment of the Department’s budget.
•Contributing ideas and suggestions to enhance the procedures in the Resort.
•Keeping updated on changes to other areas of resort product and sharing such information with your team and department on an ongoing basis.
•Maintaining excellent grooming and hygiene ensuring all grooming standards are met in relation to personal grooming and uniform presentation.
•Abiding by Resort Safety, Work Place Health, Safety, Hygiene regulation all time & complying with Environment policies, initiatives and legislation.
•Abiding by the guidelines set out in the Employee Handbook.
•To keep excellent relationships with team, peers, and all other colleagues of the hotel.
• Actively takes part in training of team including involvement in personnel measures such as assessment of performance
• To develop all team members of the department with appropriate training and coaching, either directly, or through appropriate supervisors
•Assists in identifying and development of high potential team members
•To attend daily operations briefing with Front Office Manager.
• Assisting in any other duties as directed by Assistant Front Office or Front Office Manager
