Job Description
Roles & Responsibilities
Job Description
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- Ensures prompt, courteous and accurate service to all guests, so as to maximize customer satisfaction.
- Achieve Quality Audit result of 95% and above through consistent documented trainings.
- Maintains and promotes associate relations.
- Resolve complaints within the department.
- Actively participate in and conduct the daily meetings.
- Ensure the Hotel services are exceeding the set standards.
- Assist in Talent Development.
- Respond and act to guest requests for special arrangements or services with a Never say No attitude.
- Maintain internal communication, coordination and cooperation with various Departments for various requests.
- Achieve the highest Guest Satisfaction measured by TRUST YOU platform.
- Be smart, well groomed, friendly and cheerful whilst exhibiting the highest standards of Rixos hospitality all the times.
- Show fullest cooperation and respect within the team and other departments
- Be aware of the daily activities and has product knowledge of all the hotel facilities.
- Supervise and manage all activities of the department whilst allowing the team to be competent, credible and progressive.
- Utilize interpersonal and communication skills to lead, influence, and encourage the team; advocate sound financial/business decision-making; demonstrate honesty/integrity; always lead by example.
- Encourage and build mutual trust, respect, and cooperation among team members.
- Serve as a role model to demonstrate high standards of Rixos.
- Supervise and manage team by understanding their role responsibilities well enough to perform duties in their absence
- Ensure Revenues, Expenses and Profit is closely monitored and budgeted figures (over)-achieved.
- Financial Policies and Procedures are supported and followed.
- Ensures the smooth running of the operations on a day to day basis and in a pro active manner.
- Ensures the Fire Exits are free of obstacles as per Rixos Health & Safety Policy
- Support and assist all Front Office sections.
- Responsible for the organization of work within the department including assignments, time schedules and vacations to ensure optimum utilization of manpower.
- Participate in the development, implementation and review of the policies, procedures, practices and standards.
- Optimize the efficient usage of room inventory by monitoring control and ensure constant feedback to support the departments.
- Recommends changes in processes, equipment whenever applicable so as to improve departmental standards and productivity.
- Monitor key performance indicators for the department and apply corrective action where needed.
- Ensure adherence to company and hotel policies by all departmental team members
- Ensure norms, procedures and systems for safety and security of guest belongings (e.g. lockers, left luggage etc.)
- Monitor billing procedures to ensure accurate payment thereby maximizing organizational profitability.
- Ensure adherence to all statutory requirements by the Front Office.
- Ensure all front Office documents & records are maintained as per operational/ organizational requirements.
- Ensure all Front Office areas are neatly maintained at all times as per norms, hygiene, and efficiency, cleanliness and safety standards.
- Responsible for the efficient handling of all the Room Reservations & their processing thereafter.
- Conduct Briefing Sessions regularly and ensure thorough communication within the department.
- Familiarity with all Front Desk and Cashiering functions.
- Responsibility towards guest ledger, long stays guests and pay masters.
- Greet and welcome VIP guests upon their arrival and escort them to their rooms.
- Identify training needs, plan activities and oversee the implementations for all FO sections.
- Assist in the preparation of the annual budget and manning guide and manage within budgetary guidelines.
Desired Candidate Profile
Qualifications
University Degree in Hotel Management, minimum 3 years in a similar role with a five star hotel.