[New post] Radisson Hotel Group (RHG) – Assistant Front Office Manager Fs.
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MANAGE AND COORDINATE FRONT OFFICE OPERATIONS TO PROVIDE THE HIGHEST STANDARD OF SERVICE
· Achieves guest satisfaction and room revenue goals by supervising the Front Office operation
· Ensures that Front Office is staffed according to need by utilizing business forecasts to schedule employees
· Oversees and participates in the prompt and courteous check-in and check-out of guests
· Addresses questions or problems pertaining to customer room accommodations and rates
· Controls condition of rooms
· Keeps effective key control and participates in matters relating to customer room security
· Ensures that guest mail and messages are delivered promptly by overseeing mail and message delivery functions
· Controls room rates, and implements approved rate changes
· Monitors advance deposit and credit procedures
· Responds orally to positive and negative comments expressed in comments from guests, and in comment cards, and develops strategies to improve
· Brings major needs for repair to the attention of the Front Office Manager
· Checks the arrival list, conference guest list, and VIP list and informs appropriate individuals on returning guests, VIP's and special guests
· Blocks rooms for VIP's and special guests in conjunction with Guest Relations Manager
· Is proficient in all Front Office procedures to be a resource when needed
· Challenges Front Office staff to utilize yield management, occupancy and average room rate to maximize room revenue
· Controls and analyses departmental costs on an ongoing basis; takes action to control negative deviation
· Monitors Front Office activities regarding discounts, billing instructions, and compliance with hotel credit policies
· Analyses the rate variance report to ensure proper room rate and revenue control
· Analyses credit check report daily for possible doubtful accounts
MANAGING THE FRONT OFFICE TEAM
RESPONSIBLE FOR Receptionists
Reception Supervisors
Switchboard Operators
· Utilizes leadership skills and motivation to maximize employee productivity and satisfaction
· Monitors the Front Office team's overall service and team work daily and focuses on how to improve and increase service delivery efficiency
· Analyses departmental financial reports, and takes corrective action and follow-up
· Helps Front Office staff increase REVPAR and Willingness to Return by increasing sales and average rate
· Checks and revises night clerk source of business report
· Co-ordinates billing with the Accounting Department
· Controls and pre-assigns rooms and arrangements for groups booked
· Provides effective sales effort at Front Office to maximise rooms revenue
· Maximises the total occupancy of the Rezidor hotels in the area, by serving as a liaison with other Rezidor hotels
· Checks Front Office equipment periodically
· Maintains Front Office supplies
LAWS, REGULATIONS AND POLICIES
· Makes sure Front Office follows all applicable laws
· Keeps track on purchasing costs for department for maximum quality to lowest possible price
· Makes sure that Front Office deliver quality guest services within departmental and corporate standards and guidelines
HUMAN RESOURCES MANAGEMENT
· Identifies training needs and develops the departmental training plan
· Trains Front Office staff appropriately and proactively
· Ensures that staff meets and exceeds guest expectations by training and inspiring staff to provide Yes I Can! service
· Makes sure staff receives skills training to provide consistent, reliable service
· Encourages, develops and manages effective employee relations within department and throughout the hotel
· Identifies employees with potential for promotion and/or transfer and makes appropriate development plans for him or her together with the Rooms Division Manager
· Works closely with the Rooms Division Manager, and the Human Resources Manager to conduct the following Human Resources related tasks within department: - Performance appraisals - Coaching - Counselling - Discipline and grievance - Employee relations - Wage and salary administration - Compensation and benefits - Succession planning
EMPLOYEE RELATIONS
· Fosters and develops effective employee relations within department, and throughout the hotel
· Utilises effective internal communication, including weekly meetings with Service Managers to ensure optimum team work and productivity
· Conducts monthly departmental meetings with all Front Office staff present
· Looks for ways to motivate and challenge employees
· Responsible Business: show involvement and be interested in environmental and/or social issues by participating in Responsible Business hotel and departmental activities
HEALTH AND SAFETY
· Ensures that all potential and real hazards are reported and reduced immediately
· Fully understands the hotel's fire, emergency, and bomb procedures
· Ensures that emergency procedures are practiced and enforced to provide for the security and safety of guests and employees
· Ensures that all employees within own department work in a safe manner that does not harm or injure self or others
· Stimulates and encourages a general awareness of health and safety in tasks and activities managed within the department
· Ensures the safety of the people and property within the premises by applying hotel regulations, and adhering to existing laws and regulations
· Anticipates possible and probable hazards and conditions and either corrects them or take action to prevent them from happening
· Ensures that the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct of hotel employees is maintained by all employees in the department
MISCELLANEOUS
· Maintains statistics on rooms and reservations, customer arrivals and departures, average occupancy rates and related information
· Prepares proper follow-up and /or forecasts to aid in management decision making
· Prepares departmental budget and business plan; assures department operates within approved budget
· Analyses deviation to budget, and takes action when required
· Attends meetings and training required by Rooms Division Manager
· Assists colleagues to perform similar or related jobs when necessary
· Ensures guest satisfaction by attending to their requests and inquires courteously and efficiently
· Accepts flexible work schedule necessary for uninterrupted service to hotel guests
· Maintains own working area, and materials clean, tidy and in good shape; reports defective materials and equipment to appropriate person within the hotel
· Continuously seeks to endeavour and improve the department's efficient operation, and knowledge of own job function
· Is well updated on, and possesses solid knowledge of the following: - Hotel fire, bomb and emergency procedures - Hotel health and safety policies and procedures - Hotel facilities and nearby sights of interest and importance (i.e. hospitals, stations, tourist sights) - Hotel standards of operation and departmental procedures - Current licensing relating to own department and to the hotel - Accepted methods of payment by the hotel - Short and long term hotel as well as corporate marketing and promotional programs - Corporate clients and clients generating high business volume - Union agreements
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