JOB SUMMARY
To assist the Front Office Manager in the efficient running of the Front Office department by understanding the running of the Front Desk, Guest Service Centre, Concierge Desk, Guest Relations and Nights. To assume responsibility for the Front Office and Nights team in the absence of the Front Office Manager. To be a role model for the team and hold associates to high levels of service. Be passionate and driven to motivate the team and achieve our goals.
To manage and operate the reception/nights team on a daily basis and to achieve the highest standards of guest satisfaction. Drive for results and focus on achieving the Front Office departmental all green Balanced Score Card, in order to help the hotel achieve its targets and the company to achieve its vision.
Experience:
1 year supervisory minimum in similar size hotel
Hotel Front Office (or similar) experience essential
To hold a recognized business qualification, (NVQ BTEC) preferable
Skills and Knowledge
Knowledge of overall hotel operations as they affect department
Strong organization skills
Decisive & strong character
Self starter, motivated & takes initiative
Holds yourself accountable as well as the team
Effective decision making skills
Ability to liaise with all levels of the organization
Strong PC and keyboard skills with knowledge of Opera, Marsha, Givex, Microsoft Word, Excel and
Powerpoint
Strong communication skills (verbal, listening, writing)
Pro-active and reliable
Able to work alone and within a team
Customer focused
Effective influence skills
Strong problem-solving skills
Specific Duties
The following are specific responsibilities and contributions critical/ to the successful/ performance of the position:
CORE WORK ACTIVITIES Supporting Management of Front Desk Team
Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
Encourages and builds mutual trust, respect, and cooperation among team members.
Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence. Performs all jobs within the Front Desk, Switchboard, Concierge & Guest Service/Duty Management as necessary.
Ensures employee recognition is taking place on all shifts. To promote the importance of teamwork, reward and recognition & team development in order to provide high standards of customer service Establishes and maintains open, collaborative relationships with employees.
Ensuring that daily duties are successfully achieved though coordinating the Reception team
Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals
Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
Develops specific goals and plans to prioritize, organize, and accomplish your work.
Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Strives to improve service performance.
Collaborates with the Front Office Manager on ways to continually improve departmental service.
Communicates a clear and consistent message regarding the Front Office goals to produce desired results.
Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Set goals and measurable targets during Performance reviews/CDR's and 1-2-ls. Ensure associate performance is managed effectively.
Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
Conducts hourly associate performance appraisals according to Standard Operating Procedures
Ensuring Exceptional Customer Service
Provides services that are above and beyond for customer satisfaction and retention.
Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations
Sets a positive example for guest relations.
Displays outstanding hospitality skills.
Empowers employees to provide excellent customer service.
Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
Provides feedback to employees based on observation of service behaviours.
Handles guest problems and complaints effectively.
Interacts with guests to obtain feedback on product quality and service levels.
Managing Projects and Policies
Implements the customer recognition/service program, communicating and ensuring the process.
Ensures compliance with all• Front Office policies, standards and procedures.
Monitors adherence to all credit policies and procedures to reduce bad debts and rebates. Effectively investigates, reports and follows-up on associate and guest accidents.
Ensures compliance of unit cash handling, credit and check cashing policies and procedures
Additional Responsibilities
- Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.
- Analyzes information and evaluating results to choose the best solution and solve problems.
- Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
- Functions in place of the Front Office Manager in his/her absence.
Communicates critical information from pre- and post-convention meetings to the Front Office staff. Attend meetings relevant to the Front Office Team and keep associates well informed of any issues/changes in the hotel that may affect the operation
- Understands and operates the reservations system to read and enter guest reservations and monitor hotel occupancy.
- Ensures compliance with all Front Office policies, standards and procedures including Health & Safety.
- Ensure maximum revenue generation; e.g., up selling and maximizing occupancy
- To take active responsibilities for ensuring security standards are maintained and accurate accounting is performed during your shift.
To monitor the performance of associates within the reception team. Provide training, coaching and development to all associates to improve the effectiveness of the reception team.
Ensure payroll and (Time sheets/forecasts) are completed on a weekly basis with an overview to achieving flex costs.
OTHER
- Performs other related tasks as assigned by management.
Complies with Marriott International Hotels Limited Regional Office policies and procedures. Working hours as required to do your job but normally not less than 40 hours per week.
