TASKS, DUTIES AND RESPONSIBILITIES

MANAGE AND COORDINATE FRONT OFFICE OPERATIONS TO PROVIDE THE HIGHEST STANDARD OF SERVICE

·         Achieves guest satisfaction and room revenue goals by supervising the Front Office operation

·         Ensures that Front Office is staffed according to need by utilizing business forecasts to schedule employees

·         Oversees and participates in the prompt and courteous check-in and check-out of guests

·         Addresses questions or problems pertaining to customer room accommodations and rates

·         Controls condition of rooms

·         Keeps effective key control and participates in matters relating to customer room security

·         Ensures that guest mail and messages are delivered promptly by overseeing mail and message delivery functions

·         Controls room rates, and implements approved rate changes

·         Monitors advance deposit and credit procedures

·         Responds orally to positive and negative comments expressed in comments from guests, and in comment cards, and develops strategies to improve

·         Brings major needs for repair to the attention of the Front Office Manager

·         Checks the arrival list, conference guest list, and VIP list and informs appropriate individuals on returning guests, VIP’s and special guests

·         Blocks rooms for VIP’s and special guests in conjunction with Guest Relations Manager

·         Is proficient in all Front Office procedures to be a resource when needed

·         Challenges Front Office staff to utilize yield management, occupancy and average room rate to maximize room revenue

·         Controls and analyses departmental costs on an ongoing basis; takes action to control negative deviation

·         Monitors Front Office activities regarding discounts, billing instructions, and compliance with hotel credit policies

·         Analyses the rate variance report to ensure proper room rate and revenue control

·         Analyses credit check report daily for possible doubtful accounts

MANAGING THE FRONT OFFICE TEAM

RESPONSIBLE FOR          Receptionists

                                                Reception Supervisors

                                                Switchboard Operators

·         Utilizes leadership skills and motivation to maximize employee productivity and satisfaction

·         Monitors the Front Office team’s overall service and team work daily and focuses on how to improve and increase service delivery efficiency

·         Analyses departmental financial reports, and takes corrective action and follow-up

·         Helps Front Office staff increase REVPAR and Willingness to Return by increasing sales and average rate

·         Checks and revises night clerk source of business report

·         Co-ordinates billing with the Accounting Department

·         Controls and pre-assigns rooms and arrangements for groups booked

·         Provides effective sales effort at Front Office to maximise rooms revenue

·         Maximises the total occupancy of the Rezidor hotels in the area, by serving as a liaison with other Rezidor hotels

·         Checks Front Office equipment periodically

·         Maintains Front Office supplies

LAWS, REGULATIONS AND POLICIES

·         Makes sure Front Office follows all applicable laws

·         Keeps track on purchasing costs for department for maximum quality to lowest possible price

·         Makes sure that Front Office deliver quality guest services within departmental and corporate standards and guidelines

HUMAN RESOURCES MANAGEMENT

·         Identifies training needs and develops the departmental training plan

·         Trains Front Office staff appropriately and proactively

·         Ensures that staff meets and exceeds guest expectations by training and inspiring staff to provide Yes I Can! service

·         Makes sure staff receives skills training to provide consistent, reliable service

·         Encourages, develops and manages effective employee relations within department and throughout the hotel

·         Identifies employees with potential for promotion and/or transfer and makes appropriate development plans for him or her together with the Rooms Division Manager

·         Works closely with the Rooms Division Manager, and the Human Resources Manager to conduct the following Human Resources related tasks within department:
- Performance appraisals
- Coaching
- Counselling
- Discipline and grievance
- Employee relations
- Wage and salary administration
- Compensation and benefits
- Succession planning

EMPLOYEE RELATIONS

·         Fosters and develops effective employee relations within department, and throughout the hotel

·         Utilises effective internal communication, including weekly meetings with Service Managers to ensure optimum team work and productivity

·         Conducts monthly departmental meetings with all Front Office staff present

·         Looks for ways to motivate and challenge employees

·         Responsible Business: show involvement and be interested in environmental and/or social issues by participating in Responsible Business hotel and departmental activities

HEALTH AND SAFETY

·         Ensures that all potential and real hazards are reported and reduced immediately

·         Fully understands the hotel’s fire, emergency, and bomb procedures

·         Ensures that emergency procedures are practiced and enforced to provide for the security and safety of guests and employees

·         Ensures that all employees within own department work in a safe manner that does not harm or injure self or others

·         Stimulates and encourages a general awareness of health and safety in tasks and activities managed within the department

·         Ensures the safety of the people and property within the premises by applying hotel regulations, and adhering to existing laws and regulations

·         Anticipates possible and probable hazards and conditions and either corrects them or take action to prevent them from happening

·         Ensures that the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct of hotel employees is maintained by all employees in the department

MISCELLANEOUS

·         Maintains statistics on rooms and reservations, customer arrivals and departures, average occupancy rates and related information

·         Prepares proper follow-up and /or forecasts to aid in management decision making

·         Prepares departmental budget and business plan; assures department operates within approved budget

·         Analyses deviation to budget, and takes action when required

·         Attends meetings and training required by Rooms Division Manager

·         Assists colleagues to perform similar or related jobs when necessary

·         Ensures guest satisfaction by attending to their requests and inquires courteously and efficiently

·         Accepts flexible work schedule necessary for uninterrupted service to hotel guests

·         Maintains own working area, and materials clean, tidy and in good shape; reports defective materials and equipment to appropriate person within the hotel

·         Continuously seeks to endeavour and improve the department’s efficient operation, and knowledge of own job function

·         Is well updated on, and possesses solid knowledge of the following:
- Hotel fire, bomb and emergency procedures
- Hotel health and safety policies and procedures
- Hotel facilities and nearby sights of interest and importance (i.e. hospitals,
  stations, tourist sights)
- Hotel standards of operation and departmental procedures
- Current licensing relating to own department and to the hotel
- Accepted methods of payment by the hotel
- Short and long term hotel as well as corporate marketing and promotional
  programs
- Corporate clients and clients generating high business volume
- Union agreements

TASKS, DUTIES AND RESPONSIBILITIES

MANAGE AND COORDINATE FRONT OFFICE OPERATIONS TO PROVIDE THE HIGHEST STANDARD OF SERVICE

·         Achieves guest satisfaction and room revenue goals by supervising the Front Office operation

·         Ensures that Front Office is staffed according to need by utilizing business forecasts to schedule employees

·         Oversees and participates in the prompt and courteous check-in and check-out of guests

·         Addresses questions or problems pertaining to customer room accommodations and rates

·         Controls condition of rooms

·         Keeps effective key control and participates in matters relating to customer room security

·         Ensures that guest mail and messages are delivered promptly by overseeing mail and message delivery functions

·         Controls room rates, and implements approved rate changes

·         Monitors advance deposit and credit procedures

·         Responds orally to positive and negative comments expressed in comments from guests, and in comment cards, and develops strategies to improve

·         Brings major needs for repair to the attention of the Front Office Manager

·         Checks the arrival list, conference guest list, and VIP list and informs appropriate individuals on returning guests, VIP’s and special guests

·         Blocks rooms for VIP’s and special guests in conjunction with Guest Relations Manager

·         Is proficient in all Front Office procedures to be a resource when needed

·         Challenges Front Office staff to utilize yield management, occupancy and average room rate to maximize room revenue

·         Controls and analyses departmental costs on an ongoing basis; takes action to control negative deviation

·         Monitors Front Office activities regarding discounts, billing instructions, and compliance with hotel credit policies

·         Analyses the rate variance report to ensure proper room rate and revenue control

·         Analyses credit check report daily for possible doubtful accounts

MANAGING THE FRONT OFFICE TEAM

RESPONSIBLE FOR          Receptionists

                                                Reception Supervisors

                                                Switchboard Operators

·         Utilizes leadership skills and motivation to maximize employee productivity and satisfaction

·         Monitors the Front Office team’s overall service and team work daily and focuses on how to improve and increase service delivery efficiency

·         Analyses departmental financial reports, and takes corrective action and follow-up

·         Helps Front Office staff increase REVPAR and Willingness to Return by increasing sales and average rate

·         Checks and revises night clerk source of business report

·         Co-ordinates billing with the Accounting Department

·         Controls and pre-assigns rooms and arrangements for groups booked

·         Provides effective sales effort at Front Office to maximise rooms revenue

·         Maximises the total occupancy of the Rezidor hotels in the area, by serving as a liaison with other Rezidor hotels

·         Checks Front Office equipment periodically

·         Maintains Front Office supplies

LAWS, REGULATIONS AND POLICIES

·         Makes sure Front Office follows all applicable laws

·         Keeps track on purchasing costs for department for maximum quality to lowest possible price

·         Makes sure that Front Office deliver quality guest services within departmental and corporate standards and guidelines

HUMAN RESOURCES MANAGEMENT

·         Identifies training needs and develops the departmental training plan

·         Trains Front Office staff appropriately and proactively

·         Ensures that staff meets and exceeds guest expectations by training and inspiring staff to provide Yes I Can! service

·         Makes sure staff receives skills training to provide consistent, reliable service

·         Encourages, develops and manages effective employee relations within department and throughout the hotel

·         Identifies employees with potential for promotion and/or transfer and makes appropriate development plans for him or her together with the Rooms Division Manager

·         Works closely with the Rooms Division Manager, and the Human Resources Manager to conduct the following Human Resources related tasks within department:
- Performance appraisals
- Coaching
- Counselling
- Discipline and grievance
- Employee relations
- Wage and salary administration
- Compensation and benefits
- Succession planning

EMPLOYEE RELATIONS

·         Fosters and develops effective employee relations within department, and throughout the hotel

·         Utilises effective internal communication, including weekly meetings with Service Managers to ensure optimum team work and productivity

·         Conducts monthly departmental meetings with all Front Office staff present

·         Looks for ways to motivate and challenge employees

·         Responsible Business: show involvement and be interested in environmental and/or social issues by participating in Responsible Business hotel and departmental activities

HEALTH AND SAFETY

·         Ensures that all potential and real hazards are reported and reduced immediately

·         Fully understands the hotel’s fire, emergency, and bomb procedures

·         Ensures that emergency procedures are practiced and enforced to provide for the security and safety of guests and employees

·         Ensures that all employees within own department work in a safe manner that does not harm or injure self or others

·         Stimulates and encourages a general awareness of health and safety in tasks and activities managed within the department

·         Ensures the safety of the people and property within the premises by applying hotel regulations, and adhering to existing laws and regulations

·         Anticipates possible and probable hazards and conditions and either corrects them or take action to prevent them from happening

·         Ensures that the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct of hotel employees is maintained by all employees in the department

MISCELLANEOUS

·         Maintains statistics on rooms and reservations, customer arrivals and departures, average occupancy rates and related information

·         Prepares proper follow-up and /or forecasts to aid in management decision making

·         Prepares departmental budget and business plan; assures department operates within approved budget

·         Analyses deviation to budget, and takes action when required

·         Attends meetings and training required by Rooms Division Manager

·         Assists colleagues to perform similar or related jobs when necessary

·         Ensures guest satisfaction by attending to their requests and inquires courteously and efficiently

·         Accepts flexible work schedule necessary for uninterrupted service to hotel guests

·         Maintains own working area, and materials clean, tidy and in good shape; reports defective materials and equipment to appropriate person within the hotel

·         Continuously seeks to endeavour and improve the department’s efficient operation, and knowledge of own job function

·         Is well updated on, and possesses solid knowledge of the following:
- Hotel fire, bomb and emergency procedures
- Hotel health and safety policies and procedures
- Hotel facilities and nearby sights of interest and importance (i.e. hospitals,
  stations, tourist sights)
- Hotel standards of operation and departmental procedures
- Current licensing relating to own department and to the hotel
- Accepted methods of payment by the hotel
- Short and long term hotel as well as corporate marketing and promotional
  programs
- Corporate clients and clients generating high business volume
- Union agreements