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 (Kenexa) 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 hotel’s 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 § 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 VIP’s, 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 employee’s 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 INDHOTEL
§ Develops and implements strategies for housekeeping § Monitors status regularly and adjusts strategies as appropriate § Develops and implements processes, procedures and standards for assigned departments which support achievement of service and financial goals § Prepares annual budget; monitors achievement of budget and takes corrective steps as appropriate § Inspects rooms, public space and back-of-the house areas continually § Determines appropriate staffing levels for forecasted business and schedules employees accordingly § Develops and implements process for providing employees with customer service, technical and safety training on an ongoing basis § Ensures health/safety of employees and guests by maintaining hotel in accordance to statutes and regulations and directs and trains staff accordingly § Oversees inventory, purchasing, disbursement and cost control for all linens, cleaning supplies, customer room and restroom supplies, laundry supplies, etc. § Manages operation of (and/or outsourced relationship with) laundry § Monitors assigned departments with compliance to safety standards § Coordinates room availability with the Front Office Manager Coordinates room maintenance with Chief Engineer § Recruits and selects qualified candidates § Provides employees with the orientation and training needed to understand expectations and perform job responsibilities § Communicates performance expectations and provides employees with on-going feedback § Provides employees with coaching and counseling as needed to achieve performance objectives and their fullest potential § 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 § Keeps immediate supervisor 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 objective 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 three years in a supervisory or management housekeeping position required § High school diploma required, bachelor degree preferred § Able to collaborate effectively with other hotel employees and managers to ensure teamwork § Ability to speak and read English § Strong mathematical skills § Strong organizational skills INDHOTEL
AREAS OF RESPONSIBILITY Provides guests with assistance at the front desk during the check-in and check-out processes and throughout their stay: § Greets guests and processes hotel registration. § Develop good open communication and rapport with all guests. Recognise return guests and ensure all guests expectations are met and exceeded at all times. § Ensure all guest account details are correct and accurate. § Keeps current on hotel accommodations, services and area attractions. § Responds to customer inquiries for information. § Arranges for services requested by the guest by working with other departments as appropriate. § Stays current with developments in the hotel by reviewing and updating the communication log. Maximises revenue and cash flow by promoting hotel services and adhering to credit and inventory control processes: § Offers guests updates to rooms and promotes hotel amenities, food and beverage outlets and services. § Makes reservations in accordance with hotel’s yield management practices. § Processes customer credit at check-in in accordance with hotel policy. § Identifies and records special billing instruction and notifies Accounting. § Follows hotel policy on cash banks – at all times adheres to credit limits and procedures as set down by the Financial Controller. § Obtains appropriate approvals and signatures. Other responsibilities include: § Liaising with housekeeping to ensure information is passed on for room requests and special requests. § Balances daily cash, transaction postings and credit card remittance at the end of each shift ensuring all information is accurate and without discrepancy. § Accepts responsibility for accurately maintaining cash float. § Use the Brand technique for answering the telephone. § Ensure work area is keep neat and tidy. § Keeps abreast with the hotel’s daily banquets, functions and activities. § Attends Front Office communication meetings to maintain solid teamwork and a sharing of goals. § Maintains policies and procedures to ensure the lowest level of loss is maintained. § Adheres to rate restriction periods. § Attends any training programs as directed or requested. § Accurately processes maintenance requests. § Keeps Executive Assistant Manager informed of all problems or unusual matters of significance. 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 Adhere to Brand policies and procedures § At all times keeps a favourable image of the Brand. § Comply with the personal presentation, grooming and hygiene standards. § Actively support and promote Workplace Health and Safety within the work environment. § Perform any other reasonable duties as directed by your Department head, the General Manager or his/her designate. § Maintain hotel and guest security and confidentiality at all times and reports any relevant information to a supervisor or manager. INDHOTEL
AREAS OF RESPONSIBILITY Participates in the development of business strategies for health club which are aligned with the overall objectives of the hotel: § Develops and implements strategies to achieve customer service objectives. § Formulates standard exercise routines for distribution to Health Club members and hotel customers. § Follows up with customers and Health Club Members to determine customer satisfaction levels. § Acquires a working knowledge of the hotel and in house facilities to respond to customer questions. Ensure customer and member satisfaction by maintaining a clean and safe facility: § Monitors daily pool cleaning and chemical checks, ensures water quality meets Health Department requirements. § Reports needed cleaning services to housekeeping. § Reports necessary repairs to engineering. § Establishes and monitors rules and regulations of Health Club. § Posts necessary signs indicating Health Club safety regulations. § Maintains current CPR certification. § Ensure that all employees follow safety rules and procedures. Manages the operations of the Health Club: § Establishes membership fee structure and monitors membership sales. § Orders amenities and necessary supplies for the Health Club. § Recommends purchases of new equipment and parts. § Orders equipment with General Manager’s approval. Develops and implements strategies and practices which support employee engagement: § Recruits and selects qualified candidates. § Provides employees with the orientation and training needed to understand expectations and perform job responsibilities. § Communicates performance expectations and provides employees with on-going feedback. § Provides employees with coaching and counselling as needed to achieve performance objectives and reach their fullest potential. Provide 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 employee’s work performance of job responsibilities. 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 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. INDHOTEL