Job Description

u To be an ambassador of the Front Office and the hotel, in and outside the work place
u To provide a personal service to all the guests, fully aware and following the hotel standards and procedure.
u To ensure that all guests receive a warm welcome and that they enjoy their stay / visit being offered the finest personal service. 
u To personally greet and escort the guests rather than pointing out directions
u To ensure that the privacy of the guests and the confidentiality of the information is respected
u To ensure uncompromising levels of cleanliness and maintenance of the work place through own responsibility
u To manage any guest complaint in a professional manner, by owning it, resolving it to the guest’s satisfaction and recording it
u To call the supervisor or manager for advice in serious cases or if an approval is required
u To ensure a proper use of the telephone etiquette as per St. Regis standards
u To oversee the concierge operations, doormen, bellmen, valet parking and to supervise the area ensuring that all standards and procedures are fully known and followed
u To ensure that all necessary equipment are maintained properly with sufficient stock for day to day operations.
u To ensure that all sections have proper coverage of staff at all times.
u To ensure that guest history records are accurately maintained and all special requests are met.
u To ensure that all guest arrivals and departures lists are updated properly, transportation and airport services are scheduled accurately.
u To be aware of all VIPs visiting or staying in the hotel.
u To ensure that the departure lists are updated, check out times are respected and that the transportation needs are scheduled.
u To assign duties and responsibilities to subordinates and to assist them in their tasks. To ensure that daily check lists are recorded accurately.
u To respect schedules, terms and deadlines as agreed with the management.
u To ensure that all team members are aware of the outlet timings and promote the internal activities and events.
u To share guests preferences and any important highlights with the team and the management.
u To ensure the Starwood Preferred Guest program is promoted and to build strong long term relationships with the guests.
u To offer assistance at any time in the operations and to monitor, highlight and suggest improvement on any dysfunction.
u To conduct staff evaluations and surveys. To develop staff motivation and performance through action plans. To be involved in staff retention and satisfaction.
u To maintain an atmosphere of high morale and a happy working relationship among the team
u To keep the Front Office Manager and Assistant Front Office Manager up to date on employee performance

Requirements

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

Alisa Rakhubovskaya

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