Manage the activities of a front desk shift ensuring that guests receive prompt, professional attention and personal recognition.
FINANCIAL RETURNS:
- Promotes inter-hotel sales and in-house facilities.
- Checks billing instructions and monitors guest credit.
- Analyses and approves discounts and rebates.
- Ensures front line staff complies with FIT marketing techniques and maximize sales.
- Analyses the rate variance report to ensure rooms revenue control.
- Works with Superior and Director of Finance in the preparation and management of the Department’s budget.
PEOPLE:
- Reports directly to and communicates with the Rooms Division Manager on all pertinent matters affecting guest service and hotel operations.
- Provides functional assistance and direction to all departments.
- Cooperates, coordinates and communicates with other hotel departments as required.
- Supervises and directs Reception and Reservations personnel.
- Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
- Provides input for Front Office meetings.
- Works with Superior and Human Resources on manpower planning and management needs
GUEST EXPERIENCE:
- Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel.
- Responds to guest needs and resolves related problems.
- Supports and assists Front Office personnel and all departments at peak periods.
- Ensures VIPs and priority club guests receive special attention.
- Inspects front of house and back of house regularly for cleanliness.
- Assists Guest Relations in greeting, rooming, and sending off VIP guests.
RESPONSIBLE BUSINESS:
- Takes action with the Property Management Systems (PMS) in emergency situation.
- Fully conversant with all hotel emergency procedures.
- Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines
- 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
- Log security incidents and accidents in accordance with hotel requirements
ACCOUNTABILITY
This position is responsible for providing supportive functional assistance to all departments; interacting with guests and members of the community and coordinating with all departments in the hotel. This is done under the general guidance of the Rooms Division Manager, and within the limits of Inter-Continental Hotels Group’s policies, procedures and local hotel policies and procedures. You will also help to create a desired work culture around our Winning Ways of the InterContinental Hotels Group and embrace the IHG Commitment.
QUALIFICATIONS AND REQUIREMENTS
Bachelor’s Degree or Diploma in Hotel Administration, Hotel Management or equivalent, with 2 years’ experience in front office / guest services or related discipline including supervisory experience, or an equivalent combination of education and experience.
Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company. Has good writing skills, problem solving and organizational abilities. Proficient in the use of Microsoft Office and Front Office System.
