Purpose: To manage assigned shifts for the Front Office and related departments by running the day-to-day operations and create an environment that is positive, supportive and team orientated. CONSTITUENTS Guests Employees Hotel Owners Management Team INDICATORS OF SUCCESS Financial (GOP, Rev Par, RSI and Department Budget) Customer Satisfaction & loyalty goals (complaints per thousand, comment cards, annual quality review) Achievement of employee engagement survey and retention goals for department AREAS OF RESPONSIBILITY Participates in the development and implementation of strategies Front Office and Concierge that support achievement of the hotels goals Manages the operation of the front office and related areas during assigned shifts Creates the first impression by supervising the door, concierge and front office areas Participates in the development and implementation of processes and procedures for assigned departments which support achievement of service and financial goals Participates in the preparation of the annual budget; monitors achievement of budget and takes corrective steps as appropriate Prepares and analyses reports in order to develop an informative database for decision making and to communicate upcoming business throughout the hotel Analyses business forecasts and schedules accordingly Ensures that front desk handles billing and cash in accordance with hotels standards Plans and co-ordinates hotel housing activities by working closely with sales, catering, housekeeping and other departments Ensures seamless transition during shift changes by developing and implementing processes for shifts to communicate with one another Greets all arriving VIPs, is visible and in contact with guests in a public relations capacity. Logs any points of concern and promptly resolves/actions requests of guest as a First Effort priority. Follow up call(s) are to be made to ensure the guests expectations are met and exceeded. Assists in all administrative and statistical analysis of department operations Provides employees with the information needed to perform their job effectively Orients employees to the department and hotel and provides on-the-job training on job responsibilities Prioritises and assigns work Provides feedback to the employee and department manager on the employees performance of job responsibilities Utilises leadership skills and motivation techniques in order to maximise employee productivity and satisfaction of direct reports Performs all Human Resources related functions within the Front Office Department, including recruitment and selection, performance management, training and counselling Creates 100% guest satisfaction by providing the Yes I Can! experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations Gives personal attention, takes personal responsibility and uses teamwork when providing guest service Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction Performs other duties required to provide the service brand behavior and genuine hospitality Adheres to hotel policies and procedures Ability to manage all emergencies, guest and employee accidents and act appropriately to achieve a satisfactory outcome Keeps Manager promptly and fully informed of all problems or unusual matters of significance Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position Maintains a favourable working relationship with all other hotel employees to foster and promote a co-operative and harmonious working environment At all times projects a favourable image of the Hotel to the public REQUIREMENTS Minimum one-year front office experience High school diploma required, bachelors degree preferred Strong computer systems skills including; reservations and reporting systems Strong financial acumen Excellent communication skills, ability to influence situations Able to collaborate effectively with other hotel employees and managers to ensure teamwork Strong Microsoft Office suite and reporting system skills Ability to work a flexible schedule
Purpose: To achieve Hotel revenue, profit and customer satisfaction goals by negotiating group business and co-ordinating the execution of the business with other departments CONSTITUENTS Guests Employees Hotel Owners Brand Management Team Vendors Meeting planners, corporate customers INDICATORS OF SUCCESS Achievement of customer satisfaction goals Achievement of financial goals (GOP, Sales Revenue) Achievement of individual sales goals AREAS OF RESPONSIBILITY Participates in the development of the Hotels sales and marketing strategies Develops and implements strategies for achieving individual sales goals Participates in presentations, trade shows and entertainment as required. Achieve individual and team goals within assigned market segment Develops data and recommends programs to meet client needs Prepares proposals with the Director of Sales and Marketing that are geared to maximise profit while satisfying client needs Solicits files on a timely basis to confirm business Uses outside sales calls to solicit existing and new clients Contacts in-house customers to foster additional business, repeat bookings or referrals to other Brand Hotels Reviews individual goals on a quarterly basis; recommends and takes appropriate actions to achieve objectives in key result areas Maintains proper flow of information within the Hotel by reviewing sales work files of assigned accounts Communicates client requests to all departments in an effective and timely manner Ensures maximum occupancy on a daily basis by performing follow-ups on progress of groups booked with Front Office Assists in the completion of monthly booking report Prepares reports as necessary to improve management decision making and critical evaluation of work activities Creates 100% guest satisfaction by providing the Yes I Can! experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations Gives personal attention, takes personal responsibility and uses teamwork when providing guest service Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction Performs other duties required to provide the service brand behavior and genuine hospitality Adheres to hotel policies and procedures: Attends work on time and as scheduled. Follows hotel grooming and hygiene standards. Minimise safety hazards by following all safety rules and procedures. Refrain from personal conversations with other employees at the main entrance. Keeps immediate manager promptly and fully informed of all problems or unusual matters of significance. Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position. Maintains a favourable working relationship with all other company employees to foster and promote co-operative and harmonious working climate. At all time projects a favourable image of Brand to the public. REQUIREMENTS Minimum one-year hotel sales experience Local market knowledge preferred High school diploma required, bachelors degree preferred Experience managing to brand standards Able to collaborate effectively with other hotel employees and managers to ensure teamwork Proficient computer skills including Microsoft Office suite Strong verbal and written communication skills