Job Description
Job Description
What You Will Be Doing
- Responsible for the quality of the services delivered to the customer for the Front Office department.
- Handle different guest challenges and situations and be part of the first response emergency team.
- Prepare and attend VIP's arrival creating a personal experience for the Guest.
- Receive and deal with verbal complaints; forward to Front Office Manager when necessary.
- Communicates directly with Sales, Accounting, Housekeeping & Reservation and provides them with all relevant/ needed information.
- Ensuring the Telephone operator is working efficiently at all times and minimizing the number of abandoned calls.
- Maintain and improve quality of conversations & service in Front Office.
- Be aware of room status and also the competitors status.
- Optimise the occupancy rate and average room rate.
- Check the management of no-show
- Define the organization of work to be performed by the team members, and supervise, co-ordinate and plan daily activities of personnel
- Ensure that all entries in the logbook are read and followed up as is necessary.
- Ensure that there are ample stocks of all items needed and initiate requisition for supplies running low.
- Make sure that all ACCOR and Brand policies are respected
- Excellent knowledge of the Opera software operation and usage.
- Check credit limit report and follow up accordingly.
- Check discrepancy report and action accordingly.
- Aware about local requirements and compliances (follow up and responsible for DTCM and Police requirements).
- Train junior team member and co-ordinate the monthly on the job training for the whole department
- Prepare weekly departmental rosters in consultation with the Front Office Manager.
- Conduct timely appraisals and probation assessments for new employees.
- Coordinate with HR for departmental schedules and attendance finalization
- Create SOPs for new tasks and standards and parodically review the existing standards of the department.
Additional Information
Additional Information
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
