Job Description
- JOB PURPOSE
- This position is responsible for the supervision and management of the overall Front Office & Housekeeping operations by ensuring that all sections service standards delivery are maintained in accordance to the Hotel's strategic plan and standard.
- EXECUTIVE RESPONSIBILITIES & EMPOWERMENT
- Overall in-charge of operations at all areas of Front Office & Housekeeping, including Front Desk, Guest Relations, Pullman Connect, Business Centre, Airport Services, Doormen, Concierge and Bell Services, Executive Lounge, Rooms, Public Area.
- Train and develop Asst. Managers, Managers, Executives and Supervisors in the department, in technical, administrative and Managerial abilities, keeping an eye at future growth.
- Assist Front Office Manager in his duties and lead Front Office Department in his absence.
Perform all Front Office jobs in Demand times.
- KEY OPERATIONAL RESPONSIBILITIES
People Management
- Lead with example on aspects of courtesy, helpfulness and grooming / overall presentation.
- Assists, review and carry out performance appraisals of relevant department associates on time as scheduled (delegated in some areas).
- Develop departmental training activity plans.
- Responsible for on-going training in the department, which are necessary to maintain and improve standards of service, profit.margins, as part of process improvement and KTS guidelines.
- Manage and develop all Front Office associates and provide them with necessary coaching, counseling, support and guidance as required.
- Promotes positive attitude, friendliness and helpfulness for create a positive work environment in the department.
Guest Loyalty
- Ensures that all guests are all Le Club Accor member are welcomed on arrival. Ensure that fond farewell is extended to all Le Club Accor members.
- Ensure that all policies and procedures are guest oriented.
- Ensure that all issues pertaining to guest delight are met and followed up on timely basis.
- Ensure that targets of Le Club Accor enrollments are met.
- Prepares regular action plans to improve guest services.
- Achieves guest delight through friendly and proficient services at the Front Office operations and ensure repeat business through personalized, efficient services.
- Must have complete knowledge of membership levels of Le Club Accor program.
- Enable decision making at guest contact point to ensure guest loyalty.
Operational Process
- Ensure that entire department compliance with Policies and Procedures as per the guidelines.
- Assist Front Office manager & Housekeeping Manager with establishing the written guidelines and control.
- Maintain staffing levels in line with hotel occupancy and productivity.
- Ensure that check lists are followed in all sections of Front Office.
- Ensure that check ins / outs are efficient within require time frame and as per defined standards. Ensure all guest entering the hotel are welcomed.
- Ensure fond farewell is extended to all guests on departure.
- Handles relevant guest comments or complaints of the hotel guests and inform to the management.
- Ensure that city knowledge is updated.
- Ensure that all internal controls are in place, inspect cash float on regular basis.
- Promotes and Drive Up selling in the hotel, identify the potential guests for Upsell. Assist FOM with setting the monthly and yearly targets of Up Selling.
- Assist Front Office Manager with recruitment by screening and conducting interviews.
- Ensure and check guest room for hotel standards and amenities.
- Assist Front Office Manager in finalizing arrival and departure gifts.
- Coordinates with reservations for arrival time of maximum guests.
- Ensure that Front Desk teams takes departure time and secure mode of payment.
- Ensure that Arrival & Departure register is updated as per local laws at all times. Also ensure that C forms are made and send as per the local laws.
- Ensure all guest loyalty plans like Kids program, Frequent Guest Program and Long stay program are developed and followed.
- Ensure and check all equipment in Front Office Department are in working condition.
- Supervise handling of guest history; ensure that profile cleanup of duplicate profiles is done periodically.
- Assist Front Office Manager with forecasting of revenues and expenses all MODs like Telephone, Transport and Business Center.
- Responsible for labor costs of all service employees in the department, therefore, supervise the schedules in terms of coverage and adhere to budget guidelines.
- Checks the efficiency reports from of Hot SOS and prepares the Action Plans if required.
- Ensure upsell reports are prepared on time and sent to Finance for timely paid out of upsell incentive.
- Liaison with Manager Food & Beverage for finalizing and placement of welcome amenities.
- Monitors preparation and distribution of daily forecasts and reports prepared by Duty Managers.
- Ensure all grooming standards are in establish and adhered to Performs all other job assigned by the Management.
Qualifications
- University graduate / Hotel Management/Hotel School Diploma.
- Minimum 6 - 7 years experience in Supervisory role in an International Hotel Chain in telephones or Front Office operations And housekeeping.
- Excellent communication skill, ability to interact and take initiative.
- Sound technical and working knowledge of PMS
- Able to lead and motivate the team.
- Extensive experience in guest services.
