To be responsible for the overall daily and ongoing operation of the Front Office department and it’s units: Reception, Guest Relation, Concierge, Retail Shop and Guest Service Center.
1. Be responsible for all Front Office areas: Reception, Guest relation, Concierge, Retail Shop and Guest Service Center
2. Control the availability of rooms, room types, accuracy of room count and rate categories together with Revenue Manager
3. Maximize occupancy, revenue and average rate while maintaining high service standards
4. Review arrival information on a daily basis, REDWOODs, regular guests, long staying guests, groups, special requests etc. Follow up with relevant department
5. Approve upgrades and special amenities
6. Adhere to complimentary rooms procedures
7. Liaise with the Housekeeping Department to ensure room image is maintained and the “Room Ready on Arrival” policy is adhered to
8. Ensure Front Office personnel handle guest registration efficiently, promptly and courteously
9. Be aware of all establishment credit policies and procedures
10. Liaise closely with Finance Department to ensure that credit procedures are properly carried out
11. Ensure correct foreign currency exchange procedure
12. Ensure correct handling of safe deposit boxes
13. Know system recovery procedures
14. Conduct guest room inspections together with the Executive Housekeeper
15. Responsible for the compilation of statistics for Front Office and the provision of reports relation to that area
16. Ensure departmental reports are prepared accurately and distributed on schedule
17. Responsible for handling of reservations when reservation office is closed
18. Set up Systems to monitor achievement of departmental goals and objectives
19. Manage department strategic planning and development
20. Manage the development of department operating plans and reports in order to improve strengths, overcome weaknesses and capture opportunities
21. Set up systems to capture guest feedback and present to Management on a regular basis
22. Institute suitable processes to allow for introduction of managed change within the department
23. Design internal reporting systems required by the department
24. Manage the development of new products and services
25. Promote products and services
26. Manager quality improvement
27. Handle and store stock according to stock control procedures
28. Coordinate work operations within the department
29. Develop performance standards for operations in the department
30. Assess work operations and prepare plans to implement change when required
31. Prevent and resolve grievances
32. Recruit Team Members together with Human Resources Manager
33. Discipline Team Member when applicable
34. Provide ongoing advice and support to Team Member under your supervision
35. Implement appropriate management practices that provide Team Member motivation and communication
36. Ensure on-going departmental training
37. Manage the delivery of high quality service to guests
38. Manage the development and implementation of guest service strategies
39. Ensure guest needs and reasonable requests are met
40. Seek opportunities to continually improve guest service
41. Identify REDWOOD, regular and long staying guest, develop rapport to offer personalized service and assistance
42. Take appropriate action to resolve guest complaints
43. Promote the hotel product and service
44. Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
45. Adhere to the hotel’s security and emergency policies and procedures
46. Log security incidents and accidents in accordance with hotel requirements
47. Ensure a high level of cleaning is maintained in work area
48. Set team goals in consultation with team members according to hotel / department goals, policies and practices
49. Prepare and maintain files, reports, letters, memorandums and other relevant
