POSITION SUMMARY

Under the general direction of the Executive Manager - Fornt Office and within the limits established by Hotel policies and procedures, provides supportive functional assistance to all departments; interacts with guests and members of the community.
Is resposible for the operational efficiency of all Front Desk areas during shift and the service delivery of those areas.

PRIMARY RESPONSIBILITES

Has full awareness, manages and supervises all tasks of his/her team members.

Maintains the communication logbook of his/her section.

Conducts monthly meeting of his/her section.

Identifies training needs and conducts training sessions accordingly.

Is resposible for the P&L reports of his/her section.

Reports directly to and communicates with the Executive Manager - Front Office on all pertinent matters affecting guest service and Hotel operations.

Provides functional assistance and direction to all departments. Cooperates, coordinates and communicates with other Hotel departments as required.

Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the Hotel.

Responds to guest needs and resolves related problems.

Supervises and directs Front Desk personnel.

Supports and assists Front Desk personnel and all other Front Office sections during peak periods.

Ensures VIP guests receive special attention.

Inspects front of house and back of house regularly for cleanliness.

Maintain and ensure accurate inventory of safety deposit box at all times.

Assists Management in greeting, rooming and sending off of VIP guests.

Monitors appropriate standards of conduct, uniform, grooming, hygiene and appearance of Front Desk team members.

Prepares efficient work schedules for both Front Desk, arranging holidays and vacations, taking into consideration projected occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures.

Provides input for Front Office General Meetings.

Checks billing instructions and monitors guest credit balance.

Analyses the rate variance report to ensure room revenue control.

Analyses all negative posting in rooms to ensure control of revenue record.

Take action with the Property Management System (PMS) in emergency situations.

Ensures that all Front Desk equipment are accounted for and are always in good condition.

Is fully conversant with all Hotel emergency procedures.

Ensures front line team members and carries out performance appraisal as required.

Comply with credit policy of the Hotel.

Performs related duties and special projects assigned.

Monitors Front Desk personnel to ensure guests receive prompt, cordial attention and personal recognition.

Does everything possible to ensure that the guests depart the hotel with a positive impression of the Hotel services.

Assumes other duties assigned by management as required.

REQUIREMENTS

REQUIREMENTS: