Job Description

To be an ambassador of the Front Office and the hotel, in and outside the work place
To provide a personal service to all the guests, fully aware and following the hotel standards and procedure
To ensure that all guests receive a warm welcome and that they enjoy their stay / visit being offered the finest personal service. 
To personally greet and escort the guests rather than pointing out directions
To ensure that the privacy of the guests and the confidentiality of the information is respected
To ensure uncompromising levels of cleanliness and maintenance of the work place through own responsibility
To manage any guest complaint in a professional manner, by owning it, resolving it to the guest’s satisfaction and recording it
To ensure a proper use of the telephone etiquette as per St. Regis standards
Prepare documentation for daily business
Supervises all Front Office Service by making sure that these services are available and carried out with the utmost efficiency.
Ensure prompt, efficient and courteous reception of guests
Record and administer arrivals and departures
u Assist in training new staff members, coach them and monitor their performance
Ensure the desk is covered at all times, allocating meal breaks sensibly
Full awareness of current daily status of Hotel
Ensure smooth hand over to next shift
Thoroughly conversant with all room types, décor and outlook
To handle any complaint with tact and diplomacy at all times.
Communication and recording of complaints
Be aware of daily functions, events, VIP and group arrivals
To inspect pre-assigned rooms for VIP guests, ensuring that all room set-ups and amenities are prepared according to standard.
To investigate all guest and staff accidents and report the circumstances to management.
To patrol in the hotel to ensure everything is in good order and condition.
To observe & enforce the overall conduct and appearance of the staff.
To co-ordinate with Security in investigation guest’s lost property.
To be fully aware of the hotel’s emergency procedures with regard to safety of guests and staff.
To carry out any other duties as required
Evaluates Front Office operation and procedures and suggests improvements to FOM.
Assigns duties and responsibilities to subordinates, assisting FO/CON staff.
Ensures all VIP and SPG rooms are blocked and inspected.
Liaises with Credit Department for outstanding bills of departing guests.
Ensures that all personnel are well groomed at all times.
Ensures a smooth traffic flow and daily operation.
Ensures that all information on restaurants, hotel facilities, emergency telephone numbers and other miscellaneous numbers are kept up to date at all times.
Ensures that all guest requests, requirements and complaints are attended, and promptly handled in the correct manner, resolved and recorded
Ensure that Starguest system is used efficiently and effectively 
In coordination with Housekeeping and Engineering Depts., ensures the cleanliness and tidiness of hotel public areas.
To report for duty punctually wearing the correct uniform and name tag. To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department appearance standards.
To provide friendly, courteous and professional service at all times
To maintain good working relationships with all colleagues
To read and understand the hotel’s Employee Handbook and adhere to the hotel’s rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety
To comply with local legislation as required
To respond to any changes in the department as dictated by the needs of the hotel

Requirements

Education 
Must have at least 2 years experience in the luxury hospitality industry. More experience preferred.

Alisa Rakhubovskaya

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