Manage and supervise all tasks of his/her staff to ensure guests receive prompt, cordial attention and personal recognition
Assist the Director of Front Office in all aspects of his/her duties
Ensure repeat guests and other VIPs receive special attention and recognition
Control room availability, room types, accuracy of room count and rate categories
Maximize occupancy, revenue & average rate while maintaining high service standards
Liaise with Housekeeping Department to ensure room image is maintained and the 'Room Ready on Arrival' policy is adhered to
Liaise closely with the Director of Housekeeping to ensure special guest needs, amenities and other room-related requests are met
Be aware of credit policies and procedures and liaise closely with the Finance Department to ensure that credit procedures are properly carried out
Know system recovery procedures
Interpret computer reports and compile relevant statistics for front office
Approve upgrades and special amenities in absence of manager
Maintain inter-departmental relationships to ensure seamless customer service
Inspect frequently for cleanliness and orderliness of the lobby, reception and cashier's desk and, on a random basis, VIP rooms prior to arrival
Prepare efficient work and vacation schedule for Front Office Staff, taking into consideration project occupancy and forecasts and any large group movements
Maintain appropriate staff standards of conduct, dress, hygiene, uniforms, appearance
Work with Finance in the preparation and management of the department's budget
Adhere to OH&S policies and procedures and ensure all direct reports do the same
Qualifications
PERSONAL ATTRIBUTES
Degree from School for Tourism & Hotel Management
Good organisational skills
Good level of engagement with residents
Ability to manage a multi-cultural workforce
Excellent leadership & communication skills
Display high levels of integrity, dedication and support for continuous improvement
Flexible management style to meet the challenges of a changing work environment
Good knowledge of the entire Front Office Operations
Must be a self-starter, coach & mentor who can motivate the Team to perform their best
Knowledge of Opera Property Management System preferred
