Job Description

INDICATORS OF SUCCESS

Financial (GOP, Rev Par, RSI and Department Budget)


Customer Satisfaction & loyalty goals (complaints per thousand, comment cards, annual quality review)


Achievement of employee engagement survey (Kenexa) and retention goals for department

AREAS OF RESPONSIBILITY

Participates in the development and implementation of strategies Front Office and Concierge that support achievement of the hotel's goals


Manages the operation of the front office and related areas during assigned shifts


Creates the first impression by supervising the door, concierge and front office areas


Participates in the development and implementation of processes and procedures for assigned departments which support achievement of service and financial goals


Participates in the preparation of the annual budget; monitors achievement of budget and takes corrective steps as appropriate


Prepares and analyses reports in order to develop an informative database for decision making and to communicate upcoming business throughout the hotel


Plans and co-ordinates hotel housing activities by working closely with sales, catering, housekeeping and other departments


Ensures seamless transition during shift changes by developing and implementing processes for shifts to communicate with one another


Greets all arriving VIP's, is visible and in contact with guests in a public relations capacity. Logs any points of concern and promptly resolves/actions requests of guest as a "First Effort" priority. Follow up call(s) are to be made to ensure the guests expectations are met and exceeded.


Assists in all administrative and statistical analysis of department operations


Provides employees with the information needed to perform their job effectively


Orients employees to the department and hotel and provides on-the-job training on job responsibilities


Prioritises and assigns work


Provides feedback to the employee and department manager on the employee's performance of job responsibilities


Utilises leadership skills and motivation techniques in order to maximise employee productivity and satisfaction of direct reports


Performs all Human Resources related functions within the Front Office Department, including recruitment and selection, performance management, training and counselling


Creates 100% guest satisfaction by providing the Yes I Can! experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations


Gives personal attention, takes personal responsibility and uses teamwork when providing guest service


Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems


Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis


Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction


Performs other duties required to provide the service brand behavior and genuine hospitality


Adheres to hotel policies and procedures


Ability to manage all emergencies, guest and employee accidents and act appropriately to achieve a satisfactory outcome


Keeps Manager promptly and fully informed of all problems or unusual matters of significance


Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position


INDHOTEL