Job Description
KEY DUTIES AND RESPONSIBILITIES
Please note that this is not an exhaustive list of everything that needs to be done. NH Hotels & Resorts employees always find new ways to look after the business, their guests, and their colleagues. Within this, the key responsibilities for this position are:
Planning and Organising:
- Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
- Participate in preparation of the hotel's strategic and marketing plans. Prepare the Front Office team budget.
- Plan and implement training plans for all Front Office employees. Conduct regular associate training, and monitor its success. This will involve training in both IT systems and guest-service procedures.
- Maintain full knowledge of the Property Management and Call Centre computer systems.
- Operations
- Supervise the functioning of all departmental employees, facilities, sales and costs, to ensure maximum departmental profit is achieved.
- Provide high level of customer service and maintain a high profile in the day to day front office operations.
- 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.
- 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 optimize REVPAR
- Have a good knowledge of all systems and standard operating procedures of front office.
- Take personal responsibility for maximizing quality levels of product and service, and guest satisfaction.
- Remain accountable for all elements of the department operations.
- Ensure that all Standard Operating Procedures are being adhered to, by training all staff and monitoring their performance. Continue to capture best current practice in new LSOPs relating to front office operation.
- Drive the implementation of all sales and promotional programmes of the hotel. Take personal responsibility for driving Upselling within the property.
- Monitor daily arrivals and action as appropriate for any VIP or special request. Liaise with housekeeping, room service and guest relations where necessary to complete the action.
- Develop and maintain a motivational working environment within the department.
- Develop High quality relationships with guests throughout their stay.
- Provide coaching and counseling, support and guidance to the associates as required.
- Ensure associates are up-to-date with current information and data of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets & promotion, spa and health club, and other services and facilities.
- Conduct regular room and floor inspections to ensure quality standards, complete necessary Engineering Job Order or housekeeping cleaning requests and monitor the results.
- handle any guests complaints in a courteous and professional manager
- Ensure that personalised service is provides
- Prepare monthly and daily revenue report and circulate to all HOD's.
- Prepare Room revenue and occupancy forecast take action on rate strategies.
- Ensures that all front desk employees are well presented (uniforms, personal hygiene etc.), and also punctual
- Administration
- Establish and maintain effective employee relations.
- Liaise with HR in all employee matters including interviewing and hiring, employee orientation, performance appraisals, coaching, counselling, and dismissal if necessary to ensure appropriate staffing and productivity.
- Control payroll and business expenses of the department.
- Liaise with the Accounting Department for accounting and auditing related front office procedures, reports and operational problems and payments of commission.
- Assist the Accounting Department in collecting outstanding, especially bills from tour leaders, local representative of operator and local agencies.
- Provide assistance to local representatives of tour operators and travel agencies.
- Conduct 15 Minutes Minor Bytes to ensure team members are on brand at all times.
- Complete 2 credits a month and ensure compliance on all mandatory and non-mandatory courses.
Qualifications
- Certificate /Diploma in Hospitality Management would be an added advantage
- Fluent in English
- 3-5 Years Experience in a Front Office Environment
- A strong Grasp of Operational Systems (Micros POS , Opera and MC)
- Computer literacy Ms Excel, Word and PowerPoint
- Hotel Product Knowledge
- Proficient in all front Office Procedures
- Strong supervisory and managerial skills with a hands-on approach and lead-by-example work style
- Commitment to delivering exceptional guest service with a passion for the hospitality industry
- Ability to find creative solutions with proven problem-solving capabilities offering support where required
- ability to work in an environment that demands excellence, time and energy
- Strong communication skills
Legally able to work in South Africa
