SCOPE GENERAL PURPOSE OF JOB: To be accountable, alongside the Reception Manager, for the Reception area of the hotel, working with the staff to ensure that the level of guest care and service are to the agreed highest standards.
To ensure that employees are developed in a structured manner and that they are supervised and trained by you at all times ACCOUNTABILITIES:
1. To offer the highest level of guest service in the Reception Area of the hotel, ensuring the agreed standards are achieved at all times.
2. To supervise, support and train senior and junior members of the Front Office Team
3. Specific Responsibilities include: The checking in and out of guests on arrival and departure; Dealing with enquiries via the telephone and at the Front Desk; Ensuring all procedures are followed in relation to the handling of cash and keys, Reservations duties when necessary
4. To ensure that all front office employees are trained in the correct use of, and procedures relating to the hotel alarm system and the fire alarm panel located at the reception desk
5. To ensure all staff are trained in evacuation procedures and informing the Personnel Manager of any and all training needs within the front office department
6. To ensure a full understanding of, and to implement where necessary all backup, emergency, and service procedures that relate to the front office opera system and switch board system.
7. To report any breaches of hotel policies/procedure within the hotel, or any behaviour which is likely to bring the name of Fitzpatrick Castle Hotel into disrepute
8. To comply with all cash procedures and ensure that all co-workers comply with same, and report back any breach of procedure to the Front Office Manager
9. Responsible for ensuring that cash procedures are followed in relation to the following: Ensure that the till float is counted and recorded properly at the end of each shift Ensure that all movement of monies from float is counted and recorded correctly Documentation of shortages and discrepancies as well as the investigation and follow up of same Ensure that all credit cards and cheques are dealt with in accordance with hotel policy
10. To offer the highest level of Guest Care in line with the Company Customer Care Programme.
11. To deal with all guest complaints in the absence of the Reception Manager/Manager on duty
12. To ensure that you have an in-depth knowledge of your department product, in addition to being aware of the total hotel facilities.
13. To work as part of the Team, being aware of colleagues and their needs, and being flexible at all times.
14. To promote sales within the department and across the hotel
15. To have pride and commitment in your area of work.
16. To attend training sessions as required.
17. To attend appraisal / assess as required.
18. To attend Hotel and Departmental Meetings as required, ensuring effective communication at all levels.
19. To maintain all company policies and procedures.
20. To ensure that all hygiene regulations are adhered to at all times.
21. To comply with statutory and legal requirements for Health Safety, Fire, Hygiene, Licensing and Employment.
This is not a full and final list of duties and responsibilities and you may be required to carry out other tasks as directed by management.