Essential Duties and Responsibilities

• Conducts inspections of front of house and back of house during shift, including Front Office, Housekeeping, Lobby, Food and Beverage Outlets, Public Areas, Car Parking 

• Meets and greets VIPs

• Handles all Complaints

• Ensures working of all Front Office Policies and Procedures

• Ensures effective shift hand-over

• Be knowledgeable of Front Office systems and knows back up procedures and system recovery procedures

• Efficient check in and checkout process

• Reviews and monitors early morning wake up procedures

• Posts room charges

• Maintains correct guest registration cards

• Maintains special programs (e.g. frequent flyer; priority club)

• Effective management of incoming and outgoing calls

• Maintains current Hotel information

• Provides information on memberships

• Communicates problems, resolved or unresolved to your Supervisor at shift change over and document in log book

• Completes knowledge of all room types, hotel matrix, and facilities

• Reviews arrival lists and anticipate needs

• Operates communication equipment

• Accesses and uses rooms computer programs

• Conducts Credit card checks

• Ensures staff adhere to Standards and Procedures for cash handling

• Maintains own cash float

• Corrects banking 

• Updates Guest History Maintenance

• Prepares contingency reports

• Staff Supervision of Night staff: Contractors; Porters, Cleaners, Room Service and works with Human Resources to ensure their performance is effectively managed

• Oversees the Night Audit Function

• Develops, updates and trains standards and procedures 

• Produces Revenue Reports

• Performs file backup maintenance

• Reviews all audits and reconciliation of daily sales transactions of front office and all outlets, balancing all cash registers and reporting discrepancies to Line Managers

• Week end and Month end reports completed in line with policy

• Advises Line Managers of recurring errors

2.  REQUIRED QUALIFICATIONS

Education:

Bachelor's Degree

Skills:

Microsoft Office tools
Microsoft Excel 

Fidelio/Opera
Holidex Plus
Micros

Experience:

2 to 4 years

Competencies:

Customer Service Orientation
Problem-Solving/Decision Making
Planning/Organizing
Adaptability/Flexibility
Developing others