Front Office Executive

Job Description

Position Overview:   Responsible for maintaining high quality of guest services primarily in the areas of arrivals, departures, rooming, and special needs and enquiry’s that guests may have during their stay. 

              Responsible for optimizing hotel occupancy, room rate, handling guest complaints professionally and effectively. To assist the Asst Front Office Manager   to operate a highly proficient and productive front office of the hotel. Responsible for sales according to hotel  task .

KEY TASKS

EXPECTED RESULTS

Duties

• Must have a thorough working knowledge of the front office operations to include the front desk, reception/cashiering procedures and reservations.
• Must have strong understanding of the functions of each department of the hotel, physical layouts of the hotel facilities, the key personnel and their roles, daily functions and special events, and conventions and groups currently in the house and due to arrive.
• Assists in conducting training for all Front Office employees.
• Attend and Directs daily front office operations and as a one of the team.
• Attends to credit problems.
• Performs any other duties as directed by the Front Office Manager.
• Assists Front Office Manager formulating new procedures and directives in order to continue improve the Front Office Department.

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Human Resources Responsibilities

Assist the Front Office Manager in the following:

• Establish on-going On Job Training Programs within the department.
• Induct new staff into the team, department and Hotel in the first week of their employment following guidelines. Ensure that all staff under your control carries out their duties.
• Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on.

Systems & Procedures

• Log and inform Front Office Manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures.
• Follow policies and procedures outlined in the Departmental Service Standards / Procedures Manual .
• Complete all duties, and ensure a concise hand over

Health & Safety

• Use safe manual handling techniques, practice safe work habits , wear protective clothing provided where necessary and take a consultative role in assisting and maintaining a clean, tidy work area and a healthy and safe working environment.
• Maintain procedures to minimize our impact on the environment and prevent pollution.
• Report any health or safety hazards, faults, repairs, cleaning needs and accidents to your Manager.
• Ensure all equipment is kept in good working order and used only for the purpose for which it was intended. Report all broken or damaged departmental equipment to your Manager.
• Contribute to cost control through energy conservation, correct storage of all materials and use of equipment per operating standards and manufacturer’s specifications.
• Be fully conversant with departmental fire and evacuation procedures.

Customer Service

• Provide efficient, friendly and professional service to all guests.
• Lead by example when attending to guest requests.  Show efficiency in constantly striving to provide Total Customer Satisfaction.
• Take initiative to ensure that interactions with our customers (internal or external) are positive and productive; call your Manager if difficulties arise.
• Work together with trust so that colleagues and management meet the goals of the department/Hotel.
• Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.
• Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel.

Other

• Take responsibility to ensure all required tasks are completed accurately and within given time frames.
• Participate in scheduled training and development programs provided by the Hotel to improve self and department standards and attend departmental meetings as required.
• Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimization.
• Follow property procedures with respect to grooming, performance and conduct standards, occupational health and safety, emergency procedures and all other property policies and procedures as detailed in the employee handbook / department procedure manuals / company policy manuals.
• Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company. 
• Any other reasonable request within your range of competence as required by your Hotel Management.
• Facilitates the functioning of and / or oversees the functioning of Housekeeping Department or any other Department in the Hotel when necessitated by circumstances and as mandated by the General Manager. This would be over and above regular stipulated responsibilities and duties

Qualifications

Bachelor in Hotel Management with 02 years of relevant work experience with brand hotels.