Job Description
Responsible for all operational aspects of the hotel including proper discipline in all departments to ensure all our guests are getting the best service at all times.
KEY RESPONSIBILITIES:
• Be aware at all times as to the condition of the house, particularly relating to the number of rooms available and occupied and ensure this information is current and accurate.
• Observing and directing personnel when necessary on the following:
- Allocating and processing of guest rooms
- Meeting and escorting VIP guests
- Giving general information, assistance to guests
• Monitoring of D/M Log Books for special requests, instructions and information recorded and action taken or to be taken.
• Conduct Room Inspections with particular emphasis on cleanliness and standard set up.
• Carry out site inspection of other hotel areas regularly.
• Liaise regularly with Housekeeping Department regarding all special requests, full house situations and for general problem solving.
• Effectively handle all guest complaints with tact and diplomacy.
• Manage and maximize occupancy, revenue and average rate while maintaining high service standards via the upselling programs within the department.
• Ensure that the guest registration, checkout, and mail services are handled efficiently, promptly and courteously in accordance with the hotel’s policy and procedures.
• Ensure compliance with legislated health and safety requirements within the workplace and be familiar with the emergency procedures on fire prevention, fire drill, guest accidents, associate accidents, bomb threat suspicious parcel, procedures on serious crime occurrence, death of a guest, stalled elevators, power failure and any other emergencies.
