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To manage the daily operation of the Front of House departments which include Front Office, Valet Parking, Back office administration, Porters and ME for U services; ensuing guest satisfaction and maximum customer care through  an efficient and courteous service, to the required standards of the  hotel. To monitor, train and build on current standards and implement new procedures where necessary, maximising revenues and profits to agreed budgetary limits.

 

Developing Expertise:

Keeps abreast of newest trends and innovations in the industry.

Maintains an awareness of competitor activity and best practices.

 

Thinking & Planning:

Takes a proactive approach in maximizing the efficiency of the department assuring the standards of quality are as expected.

Plans with time in advance all the required actions, tools and manning in order to guarantee a smooth operation of the department.

 

Communicating Expectations:

Is a valid communicator via email and also verbally with the guests, associates, including managers, as well as with the concerned authorities.

 

Structuring Tasks:

To actively demonstrate excellence in customer care and service, whilst maintaining high levels of respect and a professional image at all times within the hotel.

To delegate tasks and set objectives to both assistant and sub-departmental managers and supervisors on a regular basis.

To hold regular team briefings, and meetings on a one to one basis, ensuring all Front of House staff are aware of any relevant promotions, Sales and Marketing activities etc. A departmental meeting to be held at least once every month.

To maintain a high standard of appearance at all times, personally and within the team, ensuring all uniforms are clean and well presented.

To promote maximum communication at all times, within the department and with all others.

Support Reception Manager and coordinate with Groups and Reservations Managers regarding overbooking levels, and to arrange book-outs accordingly together with the Front Office Manager and the Night Manager.

 

Monitor and observe guest / front of house staff contact, ensuring all guests are treated with the utmost courtesy at all times, according to the agreed standards.

To actively promote the selling of the hotel and its facilities, and the up-selling of the bedrooms wherever necessary. To ensure that the departmental and corporate product targets are achieved .

To be fully conversant with all of the Hotel’s facilities. To have up to date product knowledge & to be aware of all current promotional activities that are being offered throughout the hotel.

To ensure that all departments are offering the standards of service as laid down in the relevant Department’s SOP manual.

To ensure that all SOP manuals are kept up to date and are used as the training tool  within departments.

To initiate and implement changes to operational standards with the relevant management.

To promote positive working relationships with all staff and management in the Rooms department.

To delegate tasks and set objectives to the team and other departments

To ensure that all staff / management are appraised at least annually and set realistic and tangible objectives, including both personal and departmental.

To be involved with the identification of training needs within the department and planning of training priorities. To be fully committed to providing the highest levels of Customer Care to internal and external clients/guests at all times.

To be responsible in conjunction with the Human Resources and GEX department for the employment and training of staff, ensuring all training manuals are kept up to date, and any training needs identified.

To be fully involved with the Trainee programme and their development ensuring that their progress is ongoing and monitored at all times.  To be familiar with their career expectations and to plan their career progression within the Hotel.

To undertake regular evaluations within the various departments to ensure that consistency of standards and customer care is met at all times.

To deal with any guest complaints efficiently and professionally to the laid down standards

To ensure that the Department  is operated on an efficient and commercial basis and that all efforts are made to improve financial efficiency, where possible.

To ensure that all costs are contained to within the budget, in proportion to sales.

To ensure that all financial control systems are carried out and checked at all times.

To be aware of the department current and cumulative results, as compared with budget and previous years and where possible with Industry trends.

To be responsible for the compilation on time of departmental forecasts/budgets, ensuring set targets/guidelines are achieved.

To be involved in short and long term financial planning with regard to personnel budget, other expenses and capital expenditures.

To closely control all payroll spend including the use of agency and casual staff and to monitor overtime expenditure ensuring that these resources are fully utilised and accounted for, maintaining all payroll ratios to sales.

To make certain that the hotel credit procedures are carried out and strictly adhered to at all times, and that all records are accurate and up to date.

To be fully conversant with all Hotel accounting procedures including the use of all computer systems, their capabilities being fully exhausted and ensure compliance of the above at all times

To undertake Duty Management shifts, as required.

To attend the relevant Meetings and report /inform /educate its members on Rooms matters pertaining.

To carry out all duties with due regard for the specifications of relevant & related legislation.

To be fully conversant with the Hotel’s Code of Conduct and its implementation.

To undertake any other reasonable request as required.

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