Overview
HR Administrator @The Address Collective |MBA in HRM @DBS| ‘People’ first HR |Leadership Hiring | People Partner | Headhunter | Senior Talent…
Job Role: Front Office Duty Manager
Reporting to: Deputy General Manager
Responsible for: To greet guests in accordance with training and allocate rooms according to laid-down procedures.
Responsibilities
* Adhere to the company's Code of Conduct.
* To comply with company regulations regarding fire, health and safety, hygiene, customer care and security.
* To read, understand and carry out your responsibilities as defined in the Health and Safety Statement and Staff Handbook.
* Check and ensure the correctness of all reception floats.
* Ensure work areas are kept clean, safe and tidy at all times.
* Receive and register guests on arrival, using their names at all times, adhering to laid down procedures, e.g. brand standards.
* Be thoroughly familiar with all company selling procedures and promotions.
* Be aware of hotel room availability and rates at all times.
* Adhere to all regulations in respect of Health and Safety, hygiene, guest safety, fire regulations, emergency procedures, etc.
* To ensure that any additional requirements for guests are offered and catered for as much as is reasonably possible, i.e. dinner reservations, porter, information services, etc.
* To ensure that all charges are posted correctly onto room bills.
* Maintain & monitor management accounts.
* Be aware of all hotel facilities & amenities. (ie car parking, directions, etc)
* Communicate with colleagues and guests professionally.
* Provide the highest level of customer service consistently.
* Provide relevant reports to departments as required.
* To take reservations and respond to guests in a timely and professional manner.
* To answer the switchboard in a warm and welcoming manner and effectively transfer calls to the correct extensions in the absence of the switchboard operator.
* To administer all reservations, cancellations & no-shows in line with company policy.
* Fulfil all reasonable requests from guests to ensure their comfort, satisfaction and safety.
* Conduct regular security checks throughout the day and report any issues to management.
* Report any maintenance issues immediately to management.
* Dealing with any guest requests/queries in a polite and attentive manner and reporting/logging any problems to the Duty Manager.
* The sensible allocation of rooms to customers, having viewed all relevant guest requests.
* Maximise in-house selling whenever possible and maintain an awareness of all sales opportunities.
* Dealing with Foreign Exchange for customers.
* To ensure that all monies are kept secure at all times.
* Make sure the receptionist is completing their duties as per the checklist.
* To carry out any reasonable duty requested by a manager, senior staff member or a request of a guest.
* Support the Food and Beverage department when required to ensure smooth guest service across all areas of the hotel.
Please note that the above job specification is not exhaustive and is subject to change as the business demands.
Seniority level
* Associate
Employment type
* Full-time
Job function
* Administrative, Management, and Customer Service
Industries
* Hospitality, Food and Beverage Services, and Bed-and-Breakfasts, Hostels, Homestays
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