Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
Manage staff appearance and floor appearance/ functioning of equipment and systems for the outlet
Report and resolve any issues experienced
Manage the control of stock and operating equipment as per SOP for the department
Cash-ups at the end of the shift
Complete shift reports
Facilitate the preparation of welcome letters/cards; VIP amenities and any special requests for guests visiting the property (e.g. special flowers/cake)
Meet and greet and ensure VIP customers; return customers; guests in high-paying room categories (e.g. Presidential suites); special Occasion customers enjoy exceptional experiences
Front Office Operations Monitor and verify room status information, ensuring this is accurate and communicated to relevant stakeholders
Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
Oversee and supervises guest arrivals and departures with the front office team
Participate in checking-in and checking out guests as required and review the rooms system to ensure data hygiene and complete customer information
Maintain master key control for the shift
Review daily front office work and activity reports generated by night audit
Supervises the management of debtors, group and individual guest invoicing and cash operations.
Conduct cash-up procedures, verifying all bank deposits at the end of the shift
Monitor all receptionists to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
Develop and track a comprehensive filing system with back-up documentation of, vouchering, schedules, forecasts, reports and tracking logs
Co-ordinate internal audit procedures, ensuring that procedures (including the pricing policy) are duly applied.
People Supervision, Supervise staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures
Identification of employee training needs, perform on the job training and coaching to close developmental gaps and build succession for a talent pipeline within the outlet
Supervise employee relations within the hotel
Staff communication and motivation
Performance contracting, reviews and development
Assist in providing resources and removing obstacles to performance
Onboarding of new staff members, Financial Control, Authorise spend in line with budget
Report on any variances for the department
Delivered Customer Experience
Ensures that guests are treated with courtesy and respect at all times
Interact with guests and provide professional service standards and solutions
Handle any escalated complaints, disputes and suggestions as required
Engage with customers and provide a customer experience within the hotel / on the floor that will support brand loyalty ensuring SI as the brand of choice
Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
Conduct staff training on product knowledge / promotions (including promotion information, functions, facilities, opening times of restaurants; activities;
Compile plans and flag VIP guests to ensure their experience during their stay is exceptional; including the smooth movement of VIP's to and from activities or restaurants; providing different options and activities, including external offerings, personalising their experience
Provide post-mortem feedback with regards promotions to ensure these are always relevant and effective
Shift handover ensures that staff have sufficient insights and information with regards VIP customers visiting the property
Follow up on Customer feedback whilst the customer is still on site to ensure that any negative customer experiences are turned around to a positive experience
Work Conditions and Special Requirements
Ability to work shifts that meet operational requirements (including public holidays, night work and weekends)
Physically able to stand for extended periods of time
Requirements
Education
3-Year Hotel School Diploma or National Qualification at a Diploma level.
Experience
Minimum of 3 years' experience as a receptionist in a front office environment.
Previous experience in a supervisory or duty management role in a similarly graded star hotel is an advantage.
Skills and Knowledge
Collecting Information
Team Co-operation
People Supervision
Appraising & developing
Problem-Solving
Analytical skills
Attention to detail
Reviewing / evaluating information and data
Emotional resilience
Dealing with Customers (including dealing with conflict)
Self-driven and presentable
Valuing Diversity & Inclusiveness
Key skills
National Certificate (NCV)Higher National CertificateNational Diploma