Essential

Duties and Responsibilities - (Key Activities of the role)

• Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.

• Provides functional assistance and direction to all departments.

• Cooperates, coordinates and communicates with other hotel departments as required.

• Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel

• Responds to guest needs and resolves related problems

• Supervises and directs Reception and Reservations personnel.

• Supports and assists Front Office personnel and all departments at peak periods.

• Ensures VIPs and priority club guests receive special attention

• Inspects front of house and back of house regularly for cleanliness.

• Assists Guest Relations in greeting, rooming, and sending off VIP guests.

• Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.

• Provides input for Front Office meetings.

• Promotes inter-hotel sales and in-house facilities.

• Checks billing instructions and monitors guest credit

• Analyses and approves discounts and rebates.

• Analyses the rate variance report to ensure rooms revenue control

• Takes action with the Property Management Systems (PMS) in emergency situation.

• Fully conversant with all hotel emergency procedures.

• Ensures front line staff complies with FIT marketing techniques and maximize sales.

• Works with Superior and Human Resources on manpower planning and management needs

• Works with Superior and Director of Finance in the preparation and management of the Department's budget.