•Oversee all guest related service processes from pre-arrival to welcome, during stay up to departure from the property; to ensure the highest possible standards of satisfaction are attained. •Respond to any guest complaints and other related issues promptly with empathy and professionalism. •Protect the welfare and interests of guests and ensure the safekeeping of the property. •Complete inspection of entire property as per daily checklist. •Check statistical data on days proceedings as regards to room revenue and occupancy •Assist all departments when needed for successful operation of the hotel. •Ensure professional and effective lines of communication are maintained between Front Office and all other operating departments, with particular emphasis on Housekeeping, Maintenance, Security and outlets. •Ensure the Duty Log is accurately updated with an emphasis on concise reporting. •Accomplish competitive survey. •Ensure voco® Doha West Bay Suites an IHG policies and procedures are adhered to at all times. •Maintain professional business confidentiality and discretion in all dealings. •Personally attend to VIP guests and guests with special needs to ensure the highest levels of customer satisfaction are attained at all times. •Ensure special amenities and services are delivered on time and are personally followed up with the guests concerned. •Communicate daily activities, objectives and required information to all direct reports. •Respond to any fire alarms, potential emergencies and requests for medical assistance by guests and/or staff. •Input into the front office system revenue/expenses/allowances to generate the daily reports such as the Guest Ledger Summary and the Daily Restaurant Summary. •Audit, balance, post and report on the front desk to include but not limited to; room charges, phone calls, zero balance folios, corrections, adjustments, taxes, disputed charges, over/short figures, deposits, etc. to ensure accuracy and verify proper cash handling procedures are followed. •Audit, balance and report on the food and beverage outlet cash and credit operations to include but not limited to checks, over/short figures/tally sheets, deposits, counts, house charges, promotional materials, postings, etc. and reset all registers to ensure accurate, timely information. •Run reports for F&B outlet and balance daily receipts against those reports. •Run night audit reports/journals from the front office system and point of sale after insuring all revenues are correctly balanced and accounted for. •Balance all revenue and settlement accounts nightly, maintain files and reset the system for next day operations.
Perform other related duties as required and assigned by management.
RESPONSIBLE BUSINESS
•Review and implement procedures as they apply to the audit function as directed by the Finance Manager. •Follow up high balance and report to Operations Manager or Assistant Operations Manager •Make all necessary decisions when assigned at night under the direction of the Operations Manager. •Liaison between Housekeeping, Engineering, Security, Front Desk, and the other departments within the hotel. •Follow up the grooming standards of Front Office Team.
PEOPLE
•Oversee work performance of new colleagues when it comes to guest relations, posting, audit and balance reporting. •Help train front desk staff, new hires on-the-job-trainees (On the Job Training) and cross-trainees. •Ensure interdepartmental communication is managed effectively. •Lead, motivate and develop subordinates to effectively achieve the objectives of the front office department. •Identify internal training needs and develop training programs or recommend necessary training program for all subordinates.
GENERAL
•Communicate effectively with all other departments •Be able to identify problems and determine solutions •Attend meetings, training sessions and any other required meeting or training session. •Identify opportunities to innovate service delivery and product offering to meet and exceed client expectations. •Ensure safe work practices are adopted at all time and report any OHS concerns immediately to your direct manager or HR Manager. •Proactively display and embrace the Company’s ROCIT Values •Handle Guests/Staff Issues, report on any incident or accident and take decisive action within limits of authority. •Oversee and monitor the CID system update on daily basis. •Guest Satisfaction Feedback •Accurate and timely reconciliation of daily activities and closes all accounts in the preparation for the new day. •Ensure proper accounting and credit procedures are being maintained •Efficient communication platform is consistently maintained •Maintains a professional and organised work environment •MIS reports, presentations and other accounting duties are consistently of a high standard and free of errors and omissions.
PERSONAL CHARACTERISTICS
Education
•High School graduate or any equivalent vocational training certificate. •Hospitality qualification. •Basic knowledge on accounting operations
Experience
•2 years previous experience in a similar role; and cash handling experience
Technical/ Skills
•Highly competent user of Opera or similar PMS, Microsoft applications (Word, Excel, PowerPoint), Vingcard and related hospitality proprietary software packages. •Competent Oral and Written English Communication Skills •Strong organisational and work co-ordinating skills to handle multiple assignments and projects •Able to work with minimal supervision. •Knowledge of all emergency procedures, including but not limited to, fire response, emergency medical procedures, bomb threat plan, water leak emergency procedure, gas leak procedures, electrical failure procedures and elevator procedures.
Personal Attributes
•‘Can do’ attitude and have a drive for results •Professionally groomed •Discretion and trustworthiness due to frequent contact with confidential material •Able to multi task and work under time constraints •Quick at mathematical calculations •Adaptable to change
