Reporting to the Front Office Manager, or whoever he might delegate to, be responsible for the day-to-day activities within Front Office and other services rendered by other operational departments of the Hotel to ensure smooth operations and customer service satisfaction in alignment with established SOPs and values of the Hotel. Duties includes:
· To oversee and support the day-to-day Front Office activities
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Primarily responsible to ensure that Front Office shifts are run efficiently, providing outstanding guest service, assisting all Front Office staff, and maintaining a calm, professional environment at all times. Supervises and assigns duty roster for Guest Service Agent and Bell Counter. Responsible for the VIP movement in the Hotel.
Duty Managers (DM)s play a significant role in providing consistent, reliable service in the hotel including superior cleanliness standards and optimum manpower productivity. Accountable for Guest Experience Agent (GEA)’s execution of the consistent Holiday Inn Express guest experience.
Duty Managers (DM)s play a significant role in providing consistent, reliable service in the hotel including superior cleanliness standards and optimum manpower productivity. Accountable for Guest Experience Agent (GEA)’s execution of the consistent Holiday Inn Express guest experience.
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Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key. Set up accurate accounts for each guest according to their requirements. Enter Marriott Rewards information. Ensure rates match market codes, document exceptions. Secure payment prior to issuing room key, verify/adjust billing. Compile and review daily reports/logs/contingency lists. Complete cashier and closing reports. Supply guests with directions and property information. Accommodate guest requests, contacting appropriate staff if necessary. Follow up to ensure requests have been met. Process all payment types, vouchers, paid-outs, and charges. Balance and drop receipts. Count and secure bank at beginning and end of shift. Obtain manual authorizations and follow all Accounting procedures. Notify Loss Prevention/Security of any guest reports of theft.
Assist management in training, evaluating, counseling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Ensure adherence to quality standards. Enter and locate information using computers/POS systems. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
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We are searching for a dependable Duty Manager to oversee the front desk operations of our business.
Under the guidance of the Front Office Manager, the role contributes to assessing, evaluating and ensuring that the long-term and short-term goals of the department are met. The role also supports and assists the Front Office and all Departments in the hotel to ensure a smooth, prompt, and effective service to all guests.
In this role, you will be required to greet and welcome guests, tend to their questions and complaints, manage bookings and ensure that the reception area is professionally maintained. Ultimately, you should be able to ensure our front desk provides professional and friendly service to our customers.
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Assisting Front Office Manager in the overall day to day operations whilst on duty.
Resolve any guest complaints and to establish an amicable relationship with guests, clients of the Hotel and ensure prompt, courteous and accurate service to all guests to maximize customer satisfaction.
Ensure quality in all aspects of work and among the staff in the department.
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To generate Daily Management Reports for the Management.
Checks cleanliness of lobby and public areas, maintenance and as well as front office staff in proper and orderly appearance and behavior.
Checks on registration cards of arriving guests and ensures all information should be filled on each cards either by Guest Services Officers or the guests.
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Report directly to the Assistant Front Office Manager/Front Office Manager on all matters of importance affecting guest services and general hotel operations.
Co-ordinate and co-operate with all other departments as and when required and has a good working relationship with all EXCO, Heads of Department and the Sales and Marketing team.
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To provide general management support throughout the hotel at all times monitoring guest satisfaction, service standard, security, employee activity, physical defects with main focus on front office operation;
Ensures Front Office staffing deployment appropriate for business volume;
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To provide general management support throughout the hotel at all times monitoring guest satisfaction, service standard, security, employee activity, physical defects with main focus on front office operation;
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Oversee the lobby operation ensuring that guests are handled quickly and efficiently in all their needs.
To provide general management support throughout the hotel at all times by monitoring guest satisfaction, service standard, security, employee activity, physical defects with main focus on front office operation.
Co-ordinates with all operations department concerned in order to maintain front office function properly, (defects room, room cleanliness)
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Job Expectations Overseeing and ensuring that hotel operations run smoothly. Providing guests with a comfortable stay by ensuring that guest rooms, public areas, lobby, and other facilities are well-maintained.
As a leader, nurture a high-performance culture within the Front Office department. Collaborate with Housekeeping to ensure that guests will be able to experience a clean and comfortable stay. Collaborate with Security to ensure efficient surveillance of the property and proper reporting/ follow-up of incidents.
Be updated on the trends, evolving guests' expectations, and changing needs relating to accommodations, services, and facilities. Identifying and implementing ways on how to improve organisational effectiveness. Ensuring maximum utilisation of rooms to boost the revenue for the organisation.
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- Responsible for the smooth operation of the Front Office department at all time.
- Ensuring that highest level of efficiency and guest satisfaction are achieved whilst maximizing rooms and other related revenue.
- Offer assistance to all sections at front office and supervise the lobby activities when the traffic is busy.
- Handle guest’s complaint and special request tactfully.
- Ensures high standards of personal presentation and grooming.
Service managers are responsible for the supervision and coordination of the provision of different professional and technical services to customers. They ensure a smooth interaction with clients and high levels of satisfaction post-service. This occupation includes the provision of policing, correctional, library, legal and fire services.
Responsible for all operational aspects of the hotel including proper discipline in all departments to ensure all our guests are getting the best service at all times.
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