General Scope and Purpose
To be totally customer focused by consistently delivering excellent customer service with an informed, friendly and effective approach
To assist with the control, accountability and ownership for the management of the Front Office Department, within the overall policies and controls established by the C ompany and hotel General Manager, ensuring that the brand values and standards are delivered and budgeted profitability achieved.
Responsibilities:
Customer Focus:
To ensure that the department creates a professional impression to customers and T eam M embers.
To evaluate and act promptly and effectively on customer feedback received through any and all channels to achieve positive and consistent results.
To consistently look for ways to improve customer service in your areas of responsibility.
Business Awareness:
To be fully aware of budgeted and actual departmental financial targets. This to include occupancy, average room rates, yield and revenue.
To control payroll costs for the department by allocating labour resources in line with forecasted business levels through payroll management.
To manage departmental operating costs in line with forecasted business levels.
Specific Job Accountabilities
To operate the department to ensure effective control and performance with brand requirements and evaluations.
To implement, maintain and constantly improve departmental operating standards.
To work closely with Finance, Revenue Office and other departments in order to ensure accurate accounts are raised for all services provided following Company guidelines.
Growing the Business:
To positively approach sales opportunities in order to maximise sales revenue and exceed budgeted sales targets for the department.
To create a selling service culture within the department.
To ensure all departmen t T eam M embers are sales focused.
People Management:
To lead and create a team environment which promotes good employee morale and ensures a high level of commitment and pride in the hotel.
To maintain effective communication within your team by holding regular team meetings and attending hotel meetings when required .
To assist with the department Training Plan to meet the hotel business objectives and develop T eam M embers.
To carry out quality training and development in a systematic and professional way in order to meet the needs of the business and assist in individual T eam M ember s personal development.
To ensure all training is recorded and all Team M embers complete the C ompany Induction programme including E Learning and are consistently coached and appraised on a o ne to one basis.
To carry out six mo nthly performance reviews with Team M embers and act according to feedback, using C ompany guideline s, where this forms part of your responsibility .
To set c lear objectives for department Team M embers linked with the hotel business plan.
To assist with t he recruitment of departmental T eam M embers in line with the C ompany recruitment procedures.
To correct unacceptable behaviour and performance in line with the Company disciplinary procedures.
Controlling the Environment:
To ensure the Front Office department operates effectively on a day to day basis, ensuring Company brand standards are met and delivered consistently, with attention to detail
To ensure all Fire, Health and Safety, Food Safety, Risk Assessment, Licensing Laws, Disability and all employment legislation is strictly adhered to and all Team Members are trained accordingly
To comply with your responsibilities under the Regulatory Reform (Fire Safety) Order as detailed in the Fire Safety Management System
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