·
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 ICHG
members, known repeat guests and other VIPs receive special attention and
recognition
·
Control the availability of rooms, rooms
types, accuracy of room count and rate categories
·
Maximize occupancy, revenue and average rate
while maintaining high service standards
·
Responsible for the security control of all
hotel keys whilst on duty
·
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
·
Ensure and oversee that the Guest Service
Officer shift procedures/duties are completed on time and are procedurally
correct
·
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
·
Maintain inter-departmental relationships to
ensure seamless customer service
·
Ensure that on-going pertinent/relevant
logbook communication to other shifts is maintained
·
Assists all area in the Front Office as
required
·
Inspect frequently for cleanliness and
orderliness, the lobby, reception and cashier’s desk and, on a random basis,
VIP rooms prior to arrival
·
Replaces the Guest Service Manager when
necessary on their rest day and annual leave
·
Assist in the preparation of efficient work
schedule for Front Office Staff, arranging holidays and vacation, taking into
consideration project occupancy and forecasts and any large group movements,
especially those with early or late arrivals or departures
·
Checks and ensures that all room/suites
assigned for VIPs are in order and the respective amenities are placed in the
room/suites before 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
·
Assists as required/requested with the
solving of any guest complaints/upset and reports guests comments and reactions
in view t recommend changes to improve services
·
Must exercise controls over Front Office
Cashier’s work regarding correct postings and payment of guest’s account
·
Responsible for ensuring that end of shift
balances for Guest Service Officers are completed on time and are in balance
·
Responsible for the timely hand over,
briefing by out going/in coming Guest Service Manager
·
Ensures constantly aware of and “up-to-date”
with all happenings and operations within the hotel and presence throughout the
hotel to be visible and moving through public areas and departments continually
whilst on duty
·
Responsible for ensuring clear and constant
communication lines are kept with all staff and hotel departments
