Assist the Front Office Manager to plan and execute all activities for the smooth functioning of the Front Office Department.
To address problems, conflicts and emergencies at the work place.
Strive to achieve optimum operating results while providing guests with the highest level of service and satisfaction.
Ensure that credit control procedures are strictly adhered to, that no bills exceed the stipulated limit without prior approval of the designated authority.
Ensure that grooming & uniform standards are maintained by all team members.
Responsible for day to day operations of Front Office Department.
Any matter which may effect the interests of
the hotel
should be brought to the attention of the Management.

Key Responsibilities:

Front Office Planning:

Plan occupancy of the day and also anticipate opportunities for sales.

Plan for & conduct audits for all Front Office areas for maintenance requirements, repairs or refurbishing, ensuring that these are actioned without delay.

People Management:

Establish and maintain seamless co-ordination & co-operation with all departments of the hotel to ensure maximum cooperation, productivity, morale and guest service.
To liaise with the other departments to ensure smooth functioning of all Front Office operations.
Ensure that guests are greeted, checked in and allocated rooms promptly and courteously.
Ensure that enquiries, messages & bookings are dealt with courteously and efficiently.

Financial Management:

Review the accounts for guests whose balances have exceeded the pre-established credit limit and plan and suggest the course of action to the Front Office Manager.
Prepare and submit on the required format annual budgetary information and updates as required.
Assist the Front Office Manager in:
Budgeting for the Front Office.
Review and complete credit limit reports.
Check cash in and out and verify banks and deposits at the end of each shift.
Ensure that all cash, credit policies are adhered to.

Operational Management:

Ensure that check-in & check-out procedures are strictly adhered to and that the correct address and charge out details are obtained from each guest.
To be readily available at all times to deal with problems or complaints.
Ensure that rooms have been maintained according to Fairmont standards.
Ensure maximum room occupancy within agreed overbooking policy.
Ensure that all Front Office areas are maintained as per the standards.
Ensure that newspapers and parcels are delivered in the rooms without delay.
Ensure that incoming and outgoing telephone calls are handled promptly and courteously.
To train all team members on the Standard Operating Procedures.
Monitor the trends within the industry and initiate best practices after the approval of the Management.
Act as Duty Manager as & when required.

Managerial Qualities:

Leadership skills that utilize persuasion and motivation to attain organizational goals is the most desirable management quality, followed by honesty, integrity, ethical behaviour, tactfulness, openness, and cultural awareness;
Ability to accept responsibility;
Self confidence, motivation, drive and tenacity;
Ability to enhance organizational performance;
Ability to clearly delegate tasks and responsibilities;
Ability to think strategically, inductively, and creatively;
And the propensity to recognize and acknowledge other peoples ideas.

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