Job Description

Participates in the development and implementation of strategies for Front Office, Bell Desk, Valet, Concierge etc. that support achievement of the hotel\xe2\x80\x99s goals.

Manages the operation of the front office and related areas during assigned shifts:

\xc2\xa7 Creates the first impression by supervising the door, bell, parking, concierge and front office areas.

\xc2\xa7 Participates in the development and implementation of processes and procedures for assigned departments which support achievement of service and financial goals.

\xc2\xa7 Participates in the preparation of the annual budget; monitors achievement of budget and takes corrective steps as appropriate.

\xc2\xa7 Prepares and analyses reports in order to develop an informative database for decision making and to communicate upcoming business through the hotel.

\xc2\xa7 Analyses business forecasts and schedules accordingly.

\xc2\xa7 Ensures that front desk handles billing and cash in accordance with hotel\xe2\x80\x99s standards.

\xc2\xa7 Plans and co-ordinates hotel housing activities by working closely with Sales, Catering, Housekeeping and other departments.

\xc2\xa7 Ensure seamless transition during shift changes by developing and implementing processes for shifts to communicate with one another.

\xc2\xa7 Maintains and co-ordinates the operations of hotel departments in conjunction with or in the absence of supervisory personnel within each department. Takes corrective action whenever possible and prudent to do so.

\xc2\xa7 To attend and/or conduct meetings as and when required.

\xc2\xa7 Conduct regular inspections of guest rooms, service areas, public area and function rooms and communicates any deficiencies to the appropriate department so corrective action can be taken.

\xc2\xa7 Checks premises for security of property and safety of persons.

\xc2\xa7 Reports, resolves and take appropriate action on guest complaints or problems to ensure good guest relations and safeguard of Hotels interests represents hotel in contact with general public.

\xc2\xa7 Greets arriving VIPs, is visible and in contact with guests in a public relations capacity. Logs any points of concern and promptly resolves/actions requests of guests as a \xe2\x80\x98first effort\xe2\x80\x99 priority. Follow up calls are to be made to ensure the guests expectations are met and exceeded.

\xc2\xa7 Handles all emergencies, guest and employee accidents, co-ordinate with appropriate departments, services and notifies management.

\xc2\xa7 Prepares reports as requested, to ensure appropriate corrective actions may be taken and to develop a more informative database for improved management decision making and critical evaluation of work activities and guest services in such areas as:

1. Guest Complaints and services

2. Staffing inadequacies

3. Cleanliness and safety hazards

4. Employee violation of Hotel or Departmental policies.

5. Public liability/employee accident reports

6. Incidents/emergencies

7. Room inspections

8. Manager on Duty report

\xc2\xa7 Performs all accountabilities in a timely and efficient manner, following established company policy and projecting a favourable image to achieve objectives of public recognition and acceptance.

\xc2\xa7 Ensures adequate availability of operation supplies and foodstuffs by providing authorised personnel access to secured storage areas on an emergency basis only.

\xc2\xa7 Assumes responsibility for appropriate action in the case of employee violation in the absence of their departmental supervisor.

\xc2\xa7 Follows all company policies, particularly in relation to credit procedures.

\xc2\xa7 Is responsible for all systems maintenance in communication with systems support and the Executive Assistant Manager for systems difficulties. Remains on call 24 hours for system difficulties.

Provide employees with the information needed to perform their job effectively:

\xc2\xa7 Orients employees to the department and hotel and provides on-the-job training on job responsibilities.

\xc2\xa7 Prioritises and assigns work.

\xc2\xa7 Provides feedback to the employee and Department Manager on the employee\xe2\x80\x99s work performance of job responsibilities.

\xc2\xa7 To adhere to the following procedure for claims by guests for theft of guest property:

\xc2\xa7 Remain calm and empathetic to the guest problem; always follow the \xe2\x80\x98Yes I Can\xe2\x80\x99 approach to handling problem situations.

\xc2\xa7 If the police are notified: Advise the guest that the police handle each case on its own merits, and any investigation by the police is to be assisted by Senior Management.

\xc2\xa7 The Hotel does not admit liability for the loss through theft or damage to the guest\xe2\x80\x99s property (including vehicles) and that all such items are brought onto the property at the guest\xe2\x80\x99s risk and that any discussion or reimbursement will be conducted without prejudice and in a genuine effort to resolve the guests problems.

\xc2\xa7 The guest should submit a claim in writing stating the full details of the occurrence attention to The General Manager.

\xc2\xa7 Our insurers will be notified and any action taken will be handled through them.

\xc2\xa7 Remember to follow up the action taken and ensure the guest is satisfied with the result.

\xc2\xa7 Record the occurrence in the Managers log and complete an Incident Report Form.

Creates 100% guest satisfaction by providing the Yes I Can! experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations

\xc2\xa7 Gives personal attention, takes personal responsibility and uses teamwork when providing guest service

\xc2\xa7 Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems

\xc2\xa7 Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis

\xc2\xa7 Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction

\xc2\xa7 Performs other duties required to provide the service brand behavior and genuine hospitality

Adheres to hotel policies and procedures

\xc2\xa7 Keeps Front Office Manager promptly and fully aware of all problems or unusual matters of significance

\xc2\xa7 Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objective of this position

\xc2\xa7 Maintains a favourable working relationship with all other hotel employees to foster and promote a co-operative and harmonious working environment

\xc2\xa7 At all times projects a favourable image of the Hotel to the public

Radisson