Job Description

• Achieves customer satisfaction and rooms revenue goals by supervising Front Office employees
• Is proficient in all Front Office procedures
• Utilizes supervisory skills and motivation to maximize employee productivity and satisfaction
• Recommends to Front Office Manager how to improve guest service and efficiency in Front Office operations
• Supervises and participates in the prompt and courteous check-in, check-out and servicing of guests
• Records in the log book any incidents occurred in the hotel and follows-up with the department concerned
• Communicates open and closed dates, availability and condition of rooms to appropriate individuals
• Knows current rooms availability, and is familiar with future availability
• Keeps effective key control
• Ensures that guest mail and messages are delivered promptly
• Controls room rates, and brings rate changes in the attention of the Front Office Manager
• Oversees the proper handling of advance deposits
• Runs a credit check report, and analyses it for possible doubtful accounts
• Checks that discounts, billing instructions, and credit policies are followed, and takes action when needed
• Authorizes paid-outs and discounts
• Makes sure Front Office employees utilize yield management to maximize room revenue
• Checks the daily arrival list, and makes necessary preparations if hotel is sold out
• Informs the Front Office Manager on VIP guests and returning guests, and follows-up on VIP lists and room blockings
• Orders VIP gifts for the following day’s arrivals
• In the absence of Department Heads, takes disciplinary action when required.
• Investigate all walk-outs, and complete relevant forms
• Deals with all incoming telefaxes and telexes after office hours
• Completes all forms in cases of accident or theft in the hotel during the shift
• Brings needs for repair to the attention of the Front Office Manager
• Lives the Yes I Can values
• Ensure the 100% Guest Satisfaction
• Manages the RHG membership enrollments