JOB SUMMARY
Responsible for managing all aspects of the Front Office Department’s operational function. Contribute to the profitability of the Hotel by ensuring effective cost controls within the Front Office operation and by promoting Hotel services to guests.
Maintain consistent standards of service, ensuring guest satisfaction while creating a work environment that supports organisational values. Has to ensure an excellent service for the guest and respect the HOTEL standard and policy.
DUTIES AND RESPONSIBILITIES
Responsibilities and duties for this position shall include, but not limited to the following areas and activities. At management discretion, direction may be given for tasks outside the scope of work described.
•Able to work and interact at all levels of the organisation and external environment.
•Able to maintain effectiveness in a pressurised environment and translate opportunities into action plans.
•Able to work flexibly to suit the hours and needs of the hotel.
•Able to travel away from home to visit other hotels/resorts, attend meetings and training workshops as and when required.
•Use financial plans for spotting trends, measuring productivity and monitoring progress.
•Control ongoing service and product margin analysis to ensure profitability.
•Implement opportunities for managing operational costs and boosting the bottom line.
•Develop procedures for accurate inventory control and monitoring.
•Implement full Guest Service standards and ensure compliance.
•Administer staff and client scheduling for maximum revenue generation and profitability.
•Develop and ensure a consistent image is being portrayed.
•Develop and maintain gracious and efficient front desk procedures.
•Anticipate, identify and ensure guest needs are being met in the best possible way.
•Monitor customer satisfaction.
•Develop and deliver credible, competitive, value-plus service to the guest.
•Guide staff to become caring problem solvers, cooperative, accommodating and fair.
•Exhibit a professional attitude, diplomacy and an ability to handle difficult situations.
•Uphold gracious front desk procedures in the booking and handling of guest.
•Maintain fresh, effective programs to consistently retain and grow guest base.
•Interact with guests in a friendly, service oriented manner
•Maximizes use of guest history information to ensure a high level of guest recognition and personalized service
•Responsible for front office staff recruitment.
•Develop and maintain internal staff retention programs.
•Ensure adequate resource planning and effective recruitment of front office team members.
•Provides feedback to the employee and department head on the employee’s performance of job responsibilities and performs regular job performance evaluations.
•Perform Staff Competency Grading with proposed action plans.
•Set and review departmental objectives for the team and provide continuous employee feedback through appraisal process and briefings.
•Demonstrate an exceptional level of professionalism for the staff to emulate.
•Create a motivating environment of sincerity, warmth and fun for staffs.
•Make proposals for ongoing skills training to ensure service standards are being upheld and ensure all the staffs are well equipped with the skills to meet sales & marketing objectives & upgrade productivity standards.
•Identify training needs, develop, implement & conduct training programs.
•Develop and implement Front Office team member’s and Guest Services short and long-range goals and objectives
•Develops weekly staffing schedules, monitors staff attendance, schedules holidays and vacations.
•Ensure awareness and compliance with all Health & Safety work practices.
•Manage the Front of the House operations, ensuring delivery of exceptional guest service from each area.
•Supervises and delegates duties to supervisors and prepares work schedule for them.
•Supervises all sections and improvements in operation where he/she finds opportunities to develop service standard.
•Plans and organizes departmental periodical training sessions for staff of courtesy, efficiency and job knowledge (specially for new staff).
•Ensures proper communication and cooperation between front office department and other departments.
•Responsible for rooms’ control and rate restriction.
•Makes sure that the service of the front office is prompt and attentive at all times.
•Personally resolves any problem a guest may face during his/her stay in the hotel or endeavors to provide the maximum service possible always with a margin for flexibility.
•Meets on a monthly basis with all staff in his/her department in order to convey information and to discuss technical queries and to solve any problems employees may encounter.
•Communicates to management concerned, movement of VIP guests and other guest comments.
•Makes sure that the service of the front office is prompt and attentive at all times.
•Conducts regular inspections of areas directly under his/her control.
•Meets regularly with supervisors in order to convey all necessary information, concerning events taking. Place in the hotel, memoranda received, transfers and training procedures or instruction from higher management.
•Meets on a monthly basis with all Managers/Head of sections in his/her department in order to convey information and to discuss technical queries and to solve any problems employees may encounter.
•Assist with the development and achievement of sales targets in line with annual budget.
•Personally welcomes VIP guests and allocates rooms and coordinates with supervisor for proper VIP follow up.
•Ensure all customer enquiries and requests for bookings are dealt with promptly, courteously and efficiently
•Ensure support of the organisational core values (People, Product and Profit) at all times.
•Ensure all policies and procedures are being followed correctly.
•Develop and communicate departmental strategies and goals.
•Maintain an up to date version of the Front Office and Guest Service Procedure Manual and ensure compliance.
•Act as Manager on Duty on a rotational basis.
•Contribute and participate in projects at the hotel