Job description

Essential Duties and Responsibilities

• Conducts inspections of front of house and back of house during shift, including Front Office, Housekeeping, Lobby, Food and Beverage Outlets, Public Areas, Car Parking 

  
  

• Meets and greets VIPs

  
  

• Handles all Complaints

  
  

• Ensures working of all Front Office Policies and Procedures

  
  

• Ensures effective shift hand-over

  
  

• Be knowledgeable of Front Office systems and knows back up procedures and system recovery procedures

  
  

• Efficient check in and checkout process

  
  

• Reviews and monitors early morning wake up procedures

  
  

• Posts room charges

  
  

• Maintains correct guest registration cards

  
  

• Maintains special programs (e.g. frequent flyer; priority club)

  
  

• Effective management of incoming and outgoing calls

  
  

• Maintains current Hotel information

  
  

• Provides information on memberships

  
  

• Communicates problems, resolved or unresolved to your Supervisor at shift change over and document in log book

  
  

• Completes knowledge of all room types, hotel matrix, and facilities

  
  

• Reviews arrival lists and anticipate needs

  
  
• Operates communication equipment
• Accesses and uses rooms computer programs

• Conducts Credit card checks

  
  

• Ensures staff adhere to Standards and Procedures for cash handling

  
  

• Maintains own cash float

  
  

• Corrects banking 

  
  
• Updates Guest History Maintenance

• Prepares contingency reports

  
  

• Staff Supervision of Night staff: Contractors; Porters, Cleaners, Room Service and works with Human Resources to ensure their performance is effectively managed

  
  
• Oversees the Night Audit Function

• Develops, updates and trains standards and procedures 

  
  

• Produces Revenue Reports

  
  

• Performs file backup maintenance

  
  

• Reviews all audits and reconciliation of daily sales transactions of front office and all outlets, balancing all cash registers and reporting discrepancies to Line Managers

  
  

• Week end and Month end reports completed in line with policy

  
  

• Advises Line Managers of recurring errors

  
  

Education:

Bachelor's Degree

Skills:

Microsoft Office tools
Microsoft Excel 

Fidelio/Opera
Holidex Plus
Micros

Experience:

2 to 4 years

Competencies:

Customer Service Orientation
Problem-Solving/Decision Making
Planning/Organizing
Adaptability/Flexibility
Developing others