Front Office Shift Leader
il y a 1 mois
POSITION SUMMARY:
Front Office shift leader for supervising the Front Desk, porter/bellboy/ driver and Concierge team, hotel health club (wellness center). Ensure that all staff members are adhering to all hotel policies, standards, procedures and regulations. Front Office shift leader to be able to perform in all Front Office functions. Front Office shift leader will assist front office manager to train, and development of all associates working for the Front Office and ensure smooth operation in all related areas of the hotel. DUTIES AND RESPONSIBILITIES:
- Customer Satisfaction (Guest Feedback, Social Media Review).
- Showing Initiative, Problem Solving, Staff Training, Team Leading.
- Manages and motivates the Front Office team in order to provide a high standard of service for customers.
- Welcomes guests and fosters customer loyalty through his/her friendly manner.
- Develops high quality relationships with guests throughout their stay.
- Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.
- Oversee and supervises guest arrivals and departures with the front office executive and duty managers.
- Provide high level of customer service and maintain a high profile in the day to day front office operations.
- Ensure that personalized service is offered to each and every guest.
- Ensures that the pricing policy and internal audit procedures are duly applied.
- Supervises the management of debtors, group and individual guest invoicing and cash operations.
- Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
- Review arrival list for all arrivals, loyalty program members and VIPs to check room allocations, amenities and special requests.
- Is involved in recruitment of new team members for front office.
- Integrates and trains employees, providing support for skills development.
- Ensures that all front desk employees are well presented (uniforms, personal hygiene etc), and also punctual.
- Ensures that the workplace remains clean and tidy
- Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
- Makes sure that the hotel's pricing policy and sales pitches are duly applied in order to optimize REVPAR.
- Have a good knowledge of all systems and standard operating procedures of front office.
- Have an excellent knowledge about I prefer loyalty programs and benefits provided to guests.
- Participate actively in I Prefer member acquisition with the Front Office team and ensure a robust sign-up process is in place.
- Ensures that guest documentation and information is available and up to date.
- Train and develop associates to the highest possible extent. Ensures that daily training is provided for technical, hospitality, communication, management, and organizational skills.
- Ensures that all procedures and policies are in place and followed.
- Communicates with the Front Office Manager about daily audits and controls, so all are informed about proper procedures.
- Know all frequent customers and be familiar with their special requests. Ensure that their needs are met.
- Be familiar with cultural differences and know correct behavior for each culture. Also know the different protocols and etiquette.
- Be knowledgeable about all emergency plans and know how to act upon them.
- Report any unusual occurrences immediately to the front office manager.
- At all times strive to represent Tangla and HQ in the most professional and courteous manner.
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