Key Relationships
Maintain inter-departmental relationships to ensure seamless customer service.
Key Responsibilities
- Assists the Front Office Manager in all aspects of their duties.
- Assist Front Office Manager in execution of the management of staff.
- Monitor Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition.
- Monitor Front Office and particularly Guest Relations personnel, to ensure IHG members, known repeat guests and other VIPs receive special attention and recognition.
- Control the availability of rooms, room types, accuracy of room counts and rate categories.
- Maximize occupancy, revenue and average rate while maintaining high service standards.
- Liaise with Housekeeping Department to ensure room image is maintained and the “Room Ready on Arrival” policy is adhered to.
- Turn away guests if occupancies deem it necessary ensuring no good-will is lost.
- Liaise closely with Executive Housekeeper to ensure special guest needs, amenities and other room related requests are met.
- Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out.
- Know system recovery procedures.
- Interpret computer reports.
- Compile statistics for front office and provide reports relating to that area.
- Continually check the accuracy of room count.
- Approve upgrades and special amenities in absence of manager!
- Inspect frequently for cleanliness and orderliness, the lobby, reception and cashier’s desk and, on a random basis, VIP rooms prior to arrival.
- Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees.
- Provide input for Front Office Departmental Meetings and deputizes in cases of absence.
- Promote Inter-hotel sales and in house facilities.
Financial Management
- Under the assistance of the senior Finance Manager co-ordinate the preparation of the Departmental annual budget and work to achieve the budget by monitoring and controlling the departmental operations, considering revenue and expenditure.
- On an ongoing basis, control and analyze departmental costs to ensure performance against budget; implementing corrective measures where necessary to produce positive business results.
Effectively manage staffing costs by preparing efficient work schedules in line with legal requirements
People Management
- Work within the company’s Human Resource Management System to ensure the departmental performance of staff is productive. Duties include assisting your Line Manager to:
- Plan for future staffing needs
- Recruit in line with company guidelines
- Prepare detailed induction programs for new staff.
- Maintain a comprehensive, current and guest focused set of departmental standards and procedures and oversee their implementation.
- Ensure training needs analysis of your departmental staff is carried out and training programs are designed and implemented to meet needs.
- Actively work at developing your staff and identify high potentials.
- Maintain training records for all direct reports and ensure they do the same for their staff.
- Conduct probation and formal performance appraisal in line with company guidelines
- Coach, counsel and discipline staff, providing constructive feedback to enhance performance
- Approve leave requests after considering peaks and troughs in the business.
- Regularly communicate with staff to maintain good relations.
Customer Service
- Demonstrate service attributes in accordance with industry expectations and company standards including:
- Being attentive to Guests
- Accurately and promptly fulfilling Guests requests
- Anticipate Guests needs
- Maintain a high level of knowledge which affects the Guest experience
- Demonstrating a ‘service’ attitude
- Taking appropriate action to resolve guest complaints.
Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
