Responsible for making sure that the Front Office and the Reservations department – runs smoothly and effectively without fail.
Communicated organizational needs, oversee employee performance, provide support and guidance where required.
GENERAL
All employees may be required to complete other reasonable tasks as part of the successful day-to-day operation of the hotel. Teamwork and communication are vital. By continuously working hard at establishing and nurturing relationships to provide a level of service excellence that will exceed guests’ expectations. The highest level of courtesy is expected - be friendly, interactive, efficient, and organized as well as well presented, tidy and professional.
- Monitor trends within the industry and make suggestions how these could be implemented.
- Ensure that the department meets and works according to the standards set out and the department’s Standard Operating Procedures.
- Assist in managing and overseeing Reservation’s personnel.
- Assist in managing service levels and response times to ensure adherence to the policies and procedures of the property.
- Monitor rates online and in opera and report any discrepancies to Reservations Manager.
- Assist with monitoring Front Office activities regarding billing instructions and compliance with hotel credit policies.
- Oversee the allocation of rooms; ensuring VIP guests are allocated applicable room types. Attend Revenue meetings in the absence of the Reservations Manager. Manage tentative and confirmed reservations in the system.
- Produce daily and weekly room occupancy reports for management and ensures all third-party reservations are accurately captured in the system.
- Actively endeavor to seek and resolve guest complaints, where possible, exercise judgement and escalate it to the manager should it be required.
- Continuously endeavors to improve the department’s efficient operation.
- Manage relationships with other departments.
- Prepare daily pick up reports when required.
- Conduct in house site inspections as and when required.
- Achieves guest satisfaction and room revenue goals by supervising the Front Office operation.
- Ensures that Front Office is staffed according to need by utilizing business forecasts to schedule employees.
- Oversees and participates in the prompt and courteous check-in and check-out of guests.
- Aids in planning for meetings and special events by meeting with individual customers and convention representatives.
- Ensures that guest mail and messages are delivered promptly by overseeing mail and message delivery functions.
- Controls room rates and implements approved rate changes.
- Monitors advance deposit and credit procedures.
- Responds orally to positive and negative comments expressed in comments from guests, and in comment cards, and develops strategies to improve.
- Brings major needs for repair to the attention of the FOM & General Manager.
- Challenges Front Office staff to utilize yield management, occupancy, and average room rate to maximize room revenue.
- Controls and analyses departmental costs on an ongoing basis; takes action to control negative deviation.
- Checks the arrival list, conference guest list, and VIP list and informs appropriate individuals on returning guests, VIP’s and special guests.
- Blocks rooms for VIP’s and special guests.
- Actively participate in cost savings exercises applicable to your working area.
- Prepare weekly revenue and pace reports as needed.
- Monitor Front Office activities regarding billing instructions and compliance with hotel credit policies.
- Complete required reports for Head Office and Consortia partners on quarterly or required basis.
- Establish and quote rates within the limits of the authorized rates negotiation procedure.
- Liaise with the Sales department regarding VIP reservations as needed.
- Monitor outstanding accounts, attend Finance meetings on behalf of the department.
- Assist with monthly training in the department.
- Assist with rostering & payroll.
- Making reservations at the hotel and preparing rate proposals and following up on the business to ensure revenue.
- Ensure accurate & detailed capturing of reservations
- Ensure accurate records about guests’ bookings, payments, and any additional information that hotel staff might need when interacting with a guest.
- Answer reservations calls in a pleasant and courteous manner, in accordance with the Quality standards.
- Based on the nature of the reservation required, check the availability of the room / type of room and confirm the reservation.
- Up-selling, when appropriate, by informing guests of additional services or special packages, or higher room category.
- Ensure that all company policies, procedures & SOPs are adhered to
- Responsible for the management of the front-office team members porters, and the Reservations Agents.
- Maximizes the average room occupancy & average room rate achieved.
- Maintains excellent relationships with guests.
- Ensures that guest satisfaction is established & maintained by F/O staff
- Identify & implement staff training to ensure company standards are met.
- Liaise with other departments to ensure smooth flow of information through-out the property as per operating standards.
- Supplies relevant information to other departments to assist them with planning & running their departments.
- Schedules staff duties & draws up rosters.
- Be visual face of the business & interact with guests & employees.
- Manage any people issues timeously.
- Daily, weekly, monthly reporting as required.
- Ensure all property inspections are completed.
- Motivate & train staff where required.
- Assist with performance appraisals for the department.t
- Planning of leave schedules.
- Create, update, and implement departmental standard operating procedures.
- Liaise with other departments and or divisions to ensure good communication and provide support.
- Ensure that regular team meetings are held and that all Company information is frequently shared.
- Work towards ensuring high levels of Employee engagement, as well as positively contribute to the Employee engagement levels of the Company overall.
- Promote ongoing learning & development, ensuring that mandatory training is attended by all Employees and all available training opportunities is effectively communicated.
- Conduct yourself in a professional and courteous manner with all guests, staff and members of the public.
- Maintain the highest standards of integrity and uphold the trust the Company is placing in you.
- Makes sure Front Office follows all applicable laws.
- Perform your work to at least the minimum performance standards explained to you and required of you in your role. Also ensure that you work in a manner that complies with any applicable quality assurance standards and your department’s standard operating procedures.
- Dress suitably for work at all times, and where uniforms are provided, maintain them in a neat condition. Ensure you adhere to the Company’s grooming and personal appearance policy at all times. You are expected to maintain the professional image of our Company – and your grooming and appearance should reflect this. Attend and or complete any mandatory training assigned to you or required for your position within the prescribed timelines.
- Whist working for the company there will be access to a wide variety of confidential information concerning the Company, customers and employees. It is vital that all such information remains confidential and must not be disclosed to anyone outside the Company, customers and employees, unless otherwise stated.
- Perform your work to at least the minimum performance standards explained to you and required of you in your role. Also ensure that you work in a manner that complies with any applicable quality assurance standards and your department’s standard operating procedures.
- Dress suitably for work at all times, and where uniforms are provided, maintain them in a neat condition. Ensure you always adhere to the Company’s grooming and personal appearance policy. You are expected to maintain the professional image of our Company – and your grooming and appearance should reflect this. Attend and or complete any mandatory training assigned to you or required for your position within the prescribed timelines.
Compliance & Health & Safety responsibilities
- Ensure that you work in a safe manner to avoid harm or injury to yourself or others.
- Promote Health & Safety within your department, ensuring compliance within the department and that Health & Safety directives are carried out. Report any Health & Safety concerns you may observe.
- Comply with all reasonable and lawful instructions, policies and procedures that are in force at the time, including, but not limited to, Health & Safety, Financial, Information Technology and Human Resources policies and procedures.
Adhere to the Report any breaches or potential breaches of the Code of Conduct of which you become aware – whether these relate to you, direct reports or others through any of the following channels: your line Manager, Human Resources, Finance, Senior Management or via the confidential Speak Up reporting line
