Overall scope of the function: Fully responsible and accountable for Front Office operations when on shift. Areas of responsibility include front desk, guest services and valet. As a member of the Front Office team you will work to successfully execute all Front Office operations, including guest arrival and departure procedures. Strives to continually improve guest satisfaction as well as to maximise the financial performance of the department and hotel. To be an ambassador of The Relais Retreats in the travel and hospitality industry and local community. Main duties & responsibilities: Works towards ensuring the attainment of the overall company objectives and operational goals. Actively strives for guest satisfaction and works towards achieving the desired financial results. Attends departmental shift briefings and meetings and has a keen understanding of the Front Office goals to produce desired results. Ensures compliance with all Front Office policies, standards and procedures. Thorough knowledge of all rates, room types, hotel product, and major competition. Be familiar with all room types, selling techniques, hotel facilities, services, key personnel, special activities, functions in the hotel, and ensures proper follow-up on all special guest requests. Reviews VIP’s and the daily VIP list to ensure that the Hotel Management team meet VIPs on arrival. Ensures that all ledgers balance daily, floats are checked and bank / card submissions are accurate. M aintains an efficient administration by preparing and timely submitting regular reports to the Front Office Manager. Attends regular hotel departmental meetings. Maintains the highest level of professionalism and integrity at all times, whether in appearance or in dealing with others. Ensures that all activities within the department are carried out honestly, ethically and within the parameters of the law and local regulations. Ensures all health, safety, hygiene and other relevant legislative obligations are fulfilled to ensure the safety and healthiness of the hotel, guests and colleagues. Actively drives Corporate Social Responsibility and environmental initiatives within the hotel and local community, to project a positive image of the hotel and the company. Guest Services: Communicates guest issues that arise to the Front Office Manager; in their absence reports to the Manager on Duty. To fulfil the duties and responsibilities of Lifestyle Host as scheduled. Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and monitoring their satisfaction before and during their stay or visit. Financials: Actively engages with the objectives set by the Front Office Manager to ensure a successful launch of The Relais Henley within budget. Actively engages with the objectives set by the Front Office manager to execute the objectives of the annual commercial business plan. Actively engages with the objectives of the financial operations as set by the Hotel Management to ensure cost effectiveness and optimum utilisation of resources. Human Resources: Engages with development plans set by the Front Office Manager and takes responsibility for own development and growth. Engages with the training programmes set by the Management Team. An active member in the recognition, celebration and team building initiatives which are held on a regular basis for the front office and hotel team. Perform any other duties that management may reasonably require that will benefit the operation of the hotel and the hotel company.