Job Scope
Ensure the highest standard of Customer Care and Service at all times.
Promote the desired work culture around our Winning Ways; Do the right thing, show we care, aim higher, Celebrate difference and Work better together.
Self-Management
* Comply with Hotel Rules and Regulations and provisions contained in the Employment Handbook
* Comply with Company Grooming Standards
* Comply with Time and Attendance Policies
* Actively participate in training and development programs and maximize opportunities for self-development
Customer Service
*Demonstrate service attributes in accordance with industry expectations and company standards including:
* Being attentive to Guests
* Accurately and promptly fulfilling Guests requests
*Anticipate Guests needs
* Maintain a high level of knowledge which affects the Guest experience
* Demonstrating a ‘service’ attitude
*Taking appropriate action to resolve guest complaints
* Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers
* Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers
Health, Safety and Security
* Demonstrate understanding and awareness of all company policies and procedures relating to Health, Hygiene and Fire Life Safety and ensure your direct reports do the same
* Familiarize yourself with emergency and evacuation procedures
* Ensure all security incidents, accidents and near misses are logged investigated and rectified to prevent future catastrophes
Financial Management
* Under the assistance of the senior Finance Manager co-ordinate the preparation of the Departmental annual budget and work to achieve the budget by monitoring and controlling the departmental operations, considering revenue and expenditure
* On an ongoing basis, control and Analyse departmental costs to ensure performance against budget, implementing corrective measures where necessary to produce positive business results
* Effectively manage staffing costs by preparing efficient work schedules in line with legal requirements
People Management
§ Work with your Line Manager to ensure the departmental performance of staff is productive. Duties include:
§ Participate in staff recruitment
§ Conduct on the job training in accordance with the departmental standards and procedures and maintains a record of progress for each staff member
§ Provide input for performance review discussions in line with company guidelines
§ Ensure new staff complete their Orientation program on a timely basis
§ Assist with the preparation of efficient departmental work schedules
§ Coach and counsel staff in breach of hotel policies and departmental procedures, providing constructive feedback to enhance performance
§ In the absence of your Manager, conduct effective staff briefings to communicate guest requirements and shift priorities
Operational Knowledge
§ Gain understanding of the departmental goals and financial targets and support your Line Manager to achieve these targets
§ Recycle where-ever possible and enforce cost saving measures where appropriate
General
* Comply with the Company’s Corporate Code of Conduct
* Familiarize yourself with the company values and model desired behaviors
* Perform tasks as directed by the Manager in pursuit of the achievement of business goals
