What we need from you:
* Guest Experience
* Ensure the front office team delivers a great service, professional attention and personal
recognition
* Ensure guests are greeted upon arrival and make time to engage with guests. Respond
appropriately to guest complaints, solicit feedback and build relationships to drive continuous
improvement in guest satisfaction
* Ensure IHG One Rewards, Ambassador, VIP and return guests are welcomed, recognised and
receive benefits and treatments in-line with brand standards
* Conduct routine inspections of the hotel grounds and take immediate actions to correct any
deficiencies
* People
* Assist in the management of day-to-day staffing needs, planning and assigning work and
establish performance and development goals for team members. Provide mentoring, coaching
and regular feedback to improve team member performance – recognise good performance
* Educate and train team members in compliance with federal, state and local laws and safety
regulations
* Ensure colleagues are properly trained and has the tools and equipment to carry out job duties
* Assist Management with induction, on-boarding, training, and development of colleagues as a
part of the Performance Management Cycle
* Financial
* May be required to assist in preparing annual rooms operating budget and financial plans.
Monitor budget and control labour costs and expenses with a focus on rate strategy, building
initiatives and inventory management
* Assist in the night audit function and preparation of daily financial reports
* Working with Management, develop plans to increase occupancy and ADR through walk-ins and
upselling at the front desk
* Responsible Business
* Check billing instructions and guest credit for compliance with hotel credit policy and ensure all
transactions are handled in a secure manner
* Train team members on PBX procedures and serve as a central communications point during
emergency/crisis situations; develop and maintain relationships with local fire, police, and
emergency personnel
* Always follow governmental regulations and company policies and procedures
* Cooperate and partner with management in the implementation of workplace health, safety and
wellbeing related initiatives
* Facilitate the reporting of workplace hazards to the person(s) who can implement corrective
action
* Report injury or illness arising from workplace activities
What We Need From You
* Bachelor's degree / higher education qualification / equivalent in Hotel
Management/Business Administration
* 3+ years of Front Office/Guest Service experience including management experience
* Communication skills – guest will need to come to you with concerns as well as
compliments, so you'll be easy to talk to
* Your problem solving skills will turn issues into opportunities so every guests leaves with
great memories
* Compliant – hold current Responsible Service of Alcohol, SA Responsible Persons Badge,
First Aid & CPR. You will be responsible to renew in line with industry standards
* Flexibility– night, weekend and holiday shifts are all part of the job
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.