Radisson Hotel Group (RHG) – Assistant Front Office Manager Fs.

maryannwanjiku200

Jun 2

Get a free C.V. review by sending your C.V. to submitcv@careerassociated.com or click the following link. Submit C.V.! use the subject heading REVIEW.

IMPORTANT: Read the application instructions keenly, Never pay for a job interview or application.

Click the Links Below to Get Job Updates.

https://www.facebook.com/groups/1126060830815705

https://t.me/joinchat/EBWPu0Cfzh880lRySce_AQ.

TASKS, DUTIES AND RESPONSIBILITIES

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