· Assist with overseeing of the Front Office operation to ensure high quality of service provided
· Seek guest’s feedback and suggest operational improvements
· Deal with guests’ complaints quickly and efficiently
· Find suitable solutions to any problems that may arise and communicate issues to managers and colleagues in a constructive and clear manner
· Ensure regular and VIP guests are recognised
· Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
· Monitor the appearance, standards, and performance of the Front Office team members with an emphasis on training and teamwork
· Ensure team members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
· Maintain sound communication and working relationships with all hotel departments
· Monitor staffing levels to meet business demands
· Manage team member performance issues in compliance with company policies and procedures
· Assist in the managing, training and developing of the Front Office team
· Act in accordance with policies and procedures when working with front of house equipment and property management systems
· Manage desk, resolve guest concerns, and handle emergencies and other challenges that may occur during the assigned shift
Assist in hotel operations when required
