الوصف الوظيفي
Operational:
•Monitors rooms’ standards in general, working through the respective Head of Department to take corrective action where necessary.
•Conducts frequent and thorough inspections of guest rooms and Rooms areas in general together with the Housekeeping Manager and other Assistant Managers - Front Office.
•Ensures the strict control of room keys.
•Assists in securing external guest accommodation in overbooking situations.
•Ensures that public areas are clean and up to standard.
•Ensures that all daily arrival V.I.P. rooms, special request rooms, and long stay guest rooms are pre-blocked in advance, that Housekeeping is notified and that each room is prepared with the appropriate welcome amenities.
•Ensures that all V.I.P. and long stay guests are met on arrival by an Assistant Manager.
•Works closely with the Housekeeping and Engineering Departments to block rooms as necessary for maintenance.
•Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
•Responds to the results of the Guest experience survey and ensures that the relevant changes are implemented.
•Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
•Ensures that the Front Office employees work in a supportive and flexible manner with other departments.
•Ensures that all guest details are entered correctly in accordance with the principles of clean data. Administrative:
•Assists in the preparation and updates of the Front Office Departmental Operations Manual.
•Assists the Front Office Manager to conduct regular communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary.
•Represents the Rooms function on the hotel's Executive Committee in the absence of the Director of Rooms and Front Office Manager. Financial:
•Maximises employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
•Ensures that the Front Office operates with the lowest possible cost structure while also delivering on the brand promise to the guest, proactively managing costs based on key performance indicators.
•Maximises rooms’ sales and revenues for the hotel through appropriate yield management, upselling and inventory management initiatives, working closely with the relevant Heads of Department and Front Office employees.
•Ensures new technology and equipment are embraced, improving productivity whilst taking work out of the system.
•Assists in monthly reforecast, as appropriate.
•Assists in the preparation of the Annual Business Plan
•Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information. People:
•Assists in the recruitment and selection of Front Office employees. Follows hotel guidelines when recruiting and use a competency-based approach to selecting employees.
•Oversees the punctuality and appearance of all Front Office employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
•Conducts annual Performance Development Discussions with Front Office employees, supports them in their professional development goals.
•Plans and implements effective training programmes for all Front Office employees in coordination with the Training Manager and Departmental Trainers.
•Supports Departmental Trainers through ongoing feedback and assistance at monthly meetings.
•Develops the skills and effectiveness of all Front Office employees through the appropriate training, coaching, and/or mentoring.
•Prepares and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators.
