Hotel Front Office Leader
Vision and Mission:
The hotel's vision is to provide exceptional guest experiences and create a positive impact on the community. The mission is to ensure that every guest feels valued, heard, and well cared for during their stay.
Key Responsibilities:
1. Develop and maintain a thorough understanding of the hotel's target audience and drive sales growth within the Front Office team.
2. Ensure all staff members are punctual and present themselves in uniform at all times.
3. Stay informed about VIP and Group arrivals and departures, and prepare accordingly to deliver exceptional service.
4. Utilize company time efficiently and communicate effectively with other departments to achieve seamless collaboration.
5. Familiarise yourself with general operations of each department to ensure effective communication and assistance.
6. Assist any department when needed, promoting a sense of teamwork and camaraderie.
7. Maintain a high level of service quality, ensuring all staff understand and implement hotel service values.
8. Actively promote hotel features, promotions, and facilities to guests and visitors, enhancing brand awareness.
9. Greet guests and visitors professionally and positively, creating a welcoming atmosphere.
10. Present and act as the face of the hotel, becoming an ambassador for excellence.
11. Manage the hotel complaint system and rectify guest requests or issues promptly and efficiently.
12. Record relevant information in the duty log for future reference and improvement.
13. Develop and implement strategies to facilitate efficient and effective staffing, achieving financial and service quality targets.
Additional Accountabilities:
14. Present yourself as the custodian of the hotel in the absence of the General Manager, empowered to address issues and report necessary information.
15. Be responsible for the safety, security, and condition of the hotel, staff, and guests.
16. Ensure effective leadership and human resource management to deliver a better product to customers, better development prospects for teams, better conditions for staff, and better results.
17. Exhibit a high level of productivity at all times, monitoring morale and addressing any problems.
18. Maintain an environment of positive culture and constant improvement.
19. Assist in developing and implementing training, particularly structured on-the-job training.
20. Help reduce staff turnover by establishing and implementing strategies.
21. Ensure employees adhere to staff handbook guidelines for presentation, grooming, and punctuality.
22. Effectively communicate with all departments of the hotel.
23. Direct and supervise Front Office personnel.
24. Participate in Front Office communication, meetings, and training sessions.
25. Update staff portfolios and training checklists to document training aspects for appraisals.
26. Adequately secure the hotel at all times.
27. Lead the hotel during crisis management action plans and handle, record, and report incidents.
28. Comply with company policies and procedures.
29. Promote a culture that values effective and proactive WH&S management.
30. Ensure managers and supervisors maintain neat, clear, and functionally operating departments.
31. Manage and maintain hotel assets in all areas, protecting their long-term investment value.
32. Ensure the hotel is a safe environment at all times.
33. Be fully conversant with the hotel's computer system.
34. Have complete knowledge of fire and evacuation procedures.
35. Use safe practices when performing tasks, adhering to the Work, Health and Safety Act.
36. Provide input into relocating guests when the hotel is overbooked, minimising damage to hotel goodwill and reputation.
37. Provide leadership to all hotel personnel.
38. Ensure all staff attain the highest standard of professionalism.
39. Undertake duty shifts as required by the General Manager.
40. Manage Front Office machinery to achieve maximum efficiency and guest service.
41. Deal with suppliers positively, assertively, ethically, and in the Company's best interests.
42. Be responsible for hotel float and tills, issuing hotel staff keys, hotel security, and reporting incidents and hotel statistics.
43. Ensure expenditure is approved by the Front Office Manager and General Manager.