The posting
OBJECTIVE
Responsible for the operational efficiency of all front office areas during shift and the service delivery of those areas. Provide timely and professional Arrival, Departure , during stay services in accordance with established scripting and standards.
KEY DUTIES / RESPONSIBILITIES
- Conducts shift briefings to ensure hotel activities and operational requirements are communicate to the team.
- Supervise front office operations during assigned shift including:Maintenance of guest information Maintenance of information about local events Compile occupancy statistics Assist in Arrival & Departure Process
- Supervise the use of the public address system
- Supervise cashiering activities during shift including:Cash handling and banking procedure Dealing with irregular payments Instructing staff in credit policies and facilities Instructing staff in cash security procedures
- Supervise the cashiering system
- Works with Superior and Human Resources on manpower planning and management needs
- Arrange monthly Communication meeting Weekly communication meeting with the Front Office team
- Minutes of the Front Office team meeting are passed on to the team and Front Office Management team
- Front of House personnel are aware of all room sales/revenue targets and are kept informed of performance results
- To adhere to company credit policies to ensure all revenue expected will be received
- Ensure a high standard of liaison is maintained between Front Office and all other departments within the hotel
- Escalate all unsolved matter to the Front Office Manager
- To ensure that roaster is correct at all times and updated immediately when changes occur.
- All complaints, queries, needs are dealt with immediately, and recorded in the Incident Report and followed up immediately, before during or after the guests stay.
- All Front Office staff are familiar with location of each room and studios and their attributes
- Fully familiar with the Service Standards which apply for the Front Office Department
- To maintain a high standard of personal appearance and hygiene at all times
- Complete understanding of and adhere to the resort’s policy relating to fire, hygiene, health and safety
- To train all employees on all Front Office related duties and procedures
- Ensure all the new Front Office team members are scheduled for training arranged by Training manager and Resort
- Give all the guest a warm and friendly welcome and warm and friendly farewell
- Maintain a high standard of Customer Relations/Customer Service within the Resort
- Guest queries and feedback are communicated back to the relevant Manager if needed of follow up.
- To encourage employees to achieve excellent customer service through leading by example.
- Contribute to the Resort by sharing new ideas and suggestions for improvements
- To record all training and to forward training records for review to the Front Office Manager and Training Manager.
- To undertake or attend any training as scheduled or requested by the Front Office Manager
- To train and coach employees on the job
- Be fully conversant with all standards of operating procedures i.e. check in, check out, currency exchange, complaint handling, money transactions, credit card transaction, posting of charges, rooming, room allocation, Operator, Reservations, Accounts, Night Audit Processes, policies and procedures, escorting guests, and lobby duty
- To comply with Company Health & Safety, and Fire Regulations and procedures.
- To keep all areas of Front Office tidy and clean at all times
- To issue monthly rotas for the Department to ensure that all shifts are covered according to the needs of the business and to cover Night shifts were needed
- Ensure that all Front Office staff receive necessary training on each duty to ensure their confidence
- Ensure that daily handovers are carried out between shifts and that they are recorded and filed monthly
- Abiding by the guidelines set out in the Employee Handbook.
- Ensuring the store order for the Reception is completed and that the desk is always fully equipped at all times.
Assisting in any other duties as directed by your Manager
This is not an exhaustive list of responsibility; it is only an indication of the duties and responsibilities expected from you. You could be subject to any other duty and responsibility by the management as and when required.
