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Job Description

ACCOUNTABILITIES Trains, cross –trains, and retrains all front office personnel. Participates in interviewing and the selection of front office personnel. Schedules the front office staff. Supervises workload during shifts. Evaluates the job performance of each front office employee. Maintains working relationships and communicates with all departments. Maintains master key control. Verifies that accurate room status information is maintained and properly communicated. Resolves guest problems quickly, efficiently, and courteously. Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel. Reviews and completes credit limit report. Works within the allocated budget for the front office. Receives information from the previous shift manager and passes on pertinent details to the oncoming manager. Checks cashiers in and out and verifies banks and deposits at the end of each shift. Enforces all cash-handling, check-cashing, and credit policies. Conducts regularly scheduled meetings of front office personnel. Wears the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times and adhere to grooming standards Prepare performance reports related to front office. Maximize room revenue and occupancy by reviewing status daily. Analyse rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily. Monitor high balance guest and take appropriate action. Ensure implementation of all hotel policies and house rules. Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes. Prepare revenue and occupancy forecasting. Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.

Required Knowledge, Skills, and Abilities

1. KEY COMPETENCIES Team leader-Capacity to inspire individuals to give of their best to achieve the desired results Effective Communication – The ability to communicate clearly and persuasively, orally or in writing Team orientation
2. Quality focus –Focus on delivering quality and continuous improvement Interpersonal Skills – Ability to create and maintain open constructive relationships with others, respond helpfully to their enquiries and to be sensitive to their situations Influence and Persuasion - Ability to convince others to agree on or to take a course of action Customer Focus – Looking after the interests of the hotel guests and ensuring that their wants, needs and expectations are met/exceeded
3. Business awareness – Capacity to understand the business core values, vision and mission

Education + Experience

1. KNOWLEDGE, SKILLS & EXPERIENCE Diploma in hotel Management/Front Office Management or equivalent 3+ years experience in equivalent role with a rated Hotel Exceptional listening and communication skills
2. A polite, engaging personality
3. Commitment to customer satisfaction and service excellence