SCOPE
The incumbent in the position is responsible for the operations of the Reception, Concierge, PABX and Business Center, ensuring the highest standards of service in accordance with the operating procedures and Kempinski standards.
OVERALL OBJECTIVES
- Maximise hotel revenue by controlling room inventory, group blocking, packages, up-selling, adhering to late charge and double occupancy policies to maximize REVPAR.
- Prepare the annual budget and manning guide and manage the Front Office Department within budgetary guidelines.
- Control the duty roster for sub departments guaranteeing quality as well as considering the highest personnel cost efficiency.
- Oversee all labour cost controls within budget limits and occupancy variances to maximize productivity.
- Maintain high visibility with guests and employees, handle customers’ complaints and take corrective action.
- Set short term and long-term measurable objectives to continually improve service levels.
- Responsible for maintaining 85% scoring for LQA inspections.
- Manage all operational tasks as well as their respective delegation and follow-up.
- Detailed hotel product knowledge, up-to-date with VIP arrivals & events within the hotel and the destination.
- Conduct daily walk throughs to ensure quality standards.
- Conduct interviews with future employees.
- Identify training needs, develop and manage performance.
- Carry out disciplinary actions in line with company procedures.
REQUIREMENTS
- Warm, pleasant, friendly and confident, with good interpersonal skills.
- Possess good command of English
- Minimum 3 years experience in a similar role in a renown international hotel brand
- Comprehensive Opera knowledge
- Mature & Customer focused.
