Job Description
* Directs, controls and coordinates activities of personnel engaged in such activities as:
* - Receiving, processing and confirming room reservations.
* - Selling, registering and assigning rooms to incoming guests.
* - Giving general information and aid and handling out keys to guests.
* - Carrying baggage of and escorting guests to their rooms.
* - Meeting and sending off and soliciting business at the airport and other arrival/departure ports.
* Ensures these activities are properly carried out to ensure guest satisfaction with accommodations and service.
* Coordinates with housekeeping, accounting, F&B, security, and other departments concerned in handling guests' requests, inquiries, and complaints regarding accommodations, service, security matters, and billing.
* Prepares annual front office goals; monthly forecasts of occupancy, develops working plans to carry goals and forecasts, compares actual achievements against goals periodically, takes necessary corrective actions.
* Prepares monthly & yearly front office budgets based on statistics of previous years, industry and economic trends, estimates of operating expenses and other pertinent data; collaborates with sales manager and others.
* Sees to preparation of and finalizes all front office reports, schedules, requisitions, etc.
* Trains personnel according to established procedures; conducts training meetings to discuss problems, give instructions, and assignments, etc.
* Develops and implements procedures to govern front office activities; ensures personnel understand and adhere to approved standard policies and procedures of the hotel.
* Authorizes the acceptance of cheques, cashing of personal cheques, cash advances, rebates, refunds of deposits, paid-outs, rate/room changes, release of airline crew allowances, etc. based on established procedures, amount, identity of guests or persons involved, and availability of higher supervision.
* Inspects predetermined number of guest rooms daily to determine whether these are properly maintained.
* Implements hotel discount policies, recommends approval of credit accommodations, and decides whether to upgrade guests’ accommodations to promote and maintain good public relations.
* Enforces all house policies, rules, and regulations pertaining to Front Office activities.
* Attends to reservations and registration of very special VIPs personally.
* Directs, supervises, and coordinates the activities of telephone exchange personnel and ensures the proper maintenance, repair, and use of all telephone exchange equipment and facilities.
* Ensures that the investigation of irregularities and undesirable guests and the checking of room occupancy discrepancies are properly conducted.
* Spot checks employee performance regularly; corrects mistakes and inadequacies.
* Receives and greets VIPs and escorts them to their room; attends to their inquiries, requests, and needs.
* Performs other duties as may be assigned.
Qualifications
* Passion for guest service.
* Excellent written and verbal communication, interpersonal, and leadership skills.
* Highly organized, results-oriented with the ability to be flexible and work well under pressure.
* Degree/Diploma in Hospitality Management is an asset
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