Your day to day
• Prepare departmental manning and budget for submission to corporate office and owners for approval
• Monitor and control the departmental expenses on an ongoing basis to ensure performance against budget.
• Analyse departmental expenses and identify areas of improvement to drive departmental and hotel profitability
• Assist in maintaining procedures for security of monies, credit and financial transactions, and guest security. Check billing instructions and guest credit for compliance with hotel credit policy.
• Analyze data and make decisions based on prior experiences and knowledge of circumstances to prepare daily and weekly forecast of expected arrivals and departures
• Promote enrolment and administer loyalty programmes for hotel guests, including IHG Rewards, InterContinental Ambassador, Kimpton Inner Circle
• Maximise room occupancy at best rates and upsell the hotel’s facilities to drive hotel revenue and profitability
• Assist in monitoring and controlling labor costs and expenses, and achieving revenue and profitability goals.
• Provide leadership, direction and support to the front office team on a daily basis; conduct daily shift briefing with Front Office team to update on hotel status and operational requirements.
• Manage the day-to-day activities of the front office team. Schedule employees to ensure sufficient coverage at all areas.
• Trains, manages and motivates the Front Office team in order to provide high standard of service for customers and meet departmental and hotel targets
• Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions.
• Promote teamwork and quality service through daily communication and coordination with other departments, including but not limited to Sales and Marketing, Catering, Outlets, Housekeeping, Finance, Maintenance and Guest Services.
• Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counselling and evaluations and delivering recognition and reward.
• Administer the performance management cycle in the front office department throughout the year with quarterly check-in sessions, regular catch ups.
• Work closely with the Human Resources department in the recruitment of colleagues to ensure staffing are met
• Identify any training gaps and work with the Learning & Development colleagues to ensure training gaps are close.
• Interact with outside contacts - Guests – to ensure their total satisfaction, Vendors – to ensure adequate inventory of supplies and equipment, to discuss pricing or service issues, to resolve any vendor performance issues, etc. Regulatory agencies – regarding safety and compliance matter, Other contacts as needed (Professional organizations, community groups, local media).
• Ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery gestures in order to ensure total guest satisfaction.
• Review guest arrival reports, special requests from guests, and respond appropriately or forward requests to appropriate team members for decisions and actions
• Review VIP reservations and ensure proper handling of VIPs and groups, administer amenity orders, and resumes for incoming guests. Update system by inputting inventory and non-inventory groups
• Handle guest complaints and daily incidents. Conduct research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems
• Engage in the welcome and recognition of VIP guests. Manage the relationship with VIP guests to ensure their satisfaction and continued patronage for the hotel and IHG.
• Log security incidents and accidents in accordance with hotel requirements. Follow up on any incidents in duty log to ensure they have been resolved.
• Monitor all Guest Heartbeat surveys and any social media reviews, ensuring that guests are responded to when required and any outstanding issues resolved.
• Analyse all Guest Heartbeat surveys and any social media reviews to identify any gaps or trends, put in place corrective preventive action to prevent negative issues from recurring.
• Handle guest relocations as required
• May serve as Manager on Duty as required.
• Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Assist in creating and implementing action plans to correct deficiencies.
• Ensure the cleanliness and tidy of the Front Office department and ensure all equipment is in good working order.
• Maintaining the cleanliness, neat and being well-groom appearance at all times when on duty.
• Be part of the Company Emergency Response Team and serves as Site Incident Commander in emergency situations.
• Respond to emergency situations in accordance with the hotel Emergency Response Plan.
• Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
• Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly.
• Initiate action to correct a hazardous situation and notify supervisors of potential dangers.
• Perform other duties as assigned including assisting staff with their job functions during peak periods.
What we need from you
• Diploma/Degree in Hospitality Management or other relevant qualification.
• Minimum 5 years’ related experience in front office in a full service hotel, with an least 2 years experience as an assistant front office manager.
• Oral and written fluency in English. Fluency in another language is an advantage.
• Commitment to work rotating shifts, weekends and public holidays.
• Great communication skills, ability to interact with guests, employees and third parties that reflect highly on the hotel, the brand and the company.
