Act as a role model at all times by demonstrating high standards of punctuality grooming professionalism leadership guest service and adherence to hotel policies and procedures while fostering strong interdepartmental cooperation.
Support and actively promote company and hotel policies including participation in Employee Opinion Surveys (EOS) Health & Safety and Guest Satisfaction Index (GSI) initiatives.
Handle guest inquiries concerns and complaints with discretion tact and professionalism ensuring timely and effective resolution while protecting the hotels reputation.
Keep the Front Office Manager and Director of Rooms informed of any guest-related matters affecting welfare behavior or overall guest experience.
Ensure police reports are completed accurately and on a regular basis when required.
Ensure all Front Office colleagues are fully informed of daily inventory status yield strategies revenue management and applicable selling rates.
Address all guest complaints promptly and ensure appropriate follow-up to achieve maximum guest satisfaction and safeguard the hotels interests.
Prepare detailed incident reports and recommend corrective actions to prevent recurrence of incidents accidents thefts or complaints.
Ensure the safety and security of guests patrons and employees during emergencies with the protection of the hotels interests as a top priority.
Maintain full knowledge of emergency procedures and actively participate in emergency drills.
Lead the Emergency Response Team (ERT) during emergency situations in accordance with the Fire and Evacuation Plan.
Monitor the car park and hotel driveway to ensure safety and smooth traffic flow.
Conduct regular rounds of the hotel to ensure smooth operations across all departments.
Authorize after-hours access and key distribution including dry stores and beverage stock as required.
Supervise Front Desk colleagues and provide hands-on support during check-ins and check-outs.
Carry out any additional duties assigned by the Front Office Manager.
Submit clear unbiased shift reports to all relevant departments at the end of each shift.
Assume full responsibility for the smooth operation of the hotel during assigned shifts and in the absence of the Front Office Manager or Director of Rooms exercise full authority over Front Office operations and guest-related decisions.
Qualifications :
Minimum of 35 years of experience in Front Office or Guest Services preferably in a luxury hotel or high-volume property.
Proven experience in supervisory or managerial roles within Front Office operations.
Strong leadership and team management skills.
Excellent communication interpersonal and customer service skills.
Sound knowledge of hotel management systems (PMS) and front office procedures.
Strong problem-solving and decision-making abilities.
Ability to handle guest complaints and emergency situations professionally.
Knowledge of revenue management inventory control and yield strategies.
High attention to detail and organizational skills.
Ability to work under pressure in a fast-paced environment.
Remote Work :
No
Employment Type :
Full-time
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Journeyman Distillery
Addition Management
Wood, Smith, Henning & Berman LLP