Your day to day
Under the general direction of the Front Office Manager, support and oversee the daily operation of the Front Office team to ensure all guests receive a consistent luxury experience. You will be required to coordinate with all other departments within the hotel to ensure a seamless guest experience is consistently delivered.
PEOPLE
- Assists the department in planning for future staffing needs
- Assist the Assistant Rooms Division Manager in recruiting in line with company guidelines
- Prepares and administer detailed induction program for new staff
- Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversee their implementation
- Ensures training needs analysis of Front Office is carried out and training programs are designed and implemented to meet needs.
- Provides input for probation and formal performance appraisal discussions in line with company guidelines
- Coach, counsel and discipline staff, providing constructive feedback to enhance performance
- Regularly communicate with staff and maintain good relations.
- Cooperate, coordinate and communicate with other hotel departments as required
- Supervise and directs Reception personnel.
- Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
GUEST EXPERIENCE
- Assist Guest Relations in greeting, rooming, and sending off VIP guests.
- Ensure VIPs, InterContinental Ambassadors and IHG Rewards Club Members receive special attention
- Responds to guest needs and resolves related problems
- Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
- Build and maintain positive relationships with all internal customers and guests in order to exceed their needs.
- Take action to address these needs in order to exceed their expectations and or resolve any problems.
- Create a positive hotel image in every interaction with internal and external customers
- Actively work to ensure the department and team adhere to hotel brand standards
- Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
- Assist guests and escort them to locations within the hotel at their request
- Maintain knowledge of special programs and events in the hotel in order to recognise and respond to guest’s needs
- Maintain current Hotel information to be able to provide information to guests
RESPONSIBLE BUSINESS
- Reports directly to and communicates with the Assistant Rooms Division Manager on all pertinent matters affecting guest service and hotel operations.
- Inspects front of house and back of house regularly for cleanliness.
- Provides input for Front Office meetings.
- Checks billing instructions and monitors guest credit
- Analyses and approves discounts and rebates.
- Analyses the rate variance report to ensure rooms revenue control
- Takes action with the Property Management Systems (PMS) in emergency situation.
- Fully conversant with all hotel emergency procedures.
- Ensures front line staffs comply with FIT marketing techniques and maximize sales.
