Job Description

Customer Satisfaction (Guest Feedback, Social Media Review). Financial Performance (Up selling, Room Revenue, Operation Auditing). Showing Initiative, Problem Solving, Staff Training, Team Leading. Manages and motivates the Front Office team in order to provide a high standard of service for customers. Welcomes guests and fosters customer loyalty through his/her friendly manner. Develops high quality relationships with guests throughout their stay. Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution. Oversee and supervises guest arrivals and departures with the front office executive and duty managers. Provide high level of customer service and maintain a high profile in the day to day front office operations. Ensure that personalized service is offered to each and every guest. Ensures that the pricing policy and internal audit procedures are duly applied. Supervises the management of debtors, group and individual guest invoicing and cash operations. Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure. Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests. Prepare monthly and daily revenue report and circulate to all HOD's. Prepare Room revenue and occupancy forecast take action on rate strategies. Is involved in recruitment of new team members for front office. Integrates and trains employees, providing support for skills development. Ensures that all front desk employees are well presented (uniforms, personal hygiene etc), and also punctual. Ensures that the workplace remains clean and tidy Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events. Makes sure that the hotel's pricing policy and sales pitches are duly applied in order to optimise REVPAR Have a good knowledge of all systems and standard operating procedures of front office. Ensures that guest documentation and information is available and up-to-date. PREREQUISITES: Well developed communication and customer relations skills. Highly organized, results-oriented with the ability to be flexible and work well under pressure. Knowledge of Opera / Fidelio / Other world Class Property Management System is required. EDUCATION: Degree or Diplo