1. Assist the Front Office Team in the execution of their duties to maximise the operational efficiency of the department.
2. To ensure the highest level of service is provided to all guests and clients to maximise guest satisfaction.
3. To effectively monitor and review all departmental standards as well as polices and procedures of the Hotel
4. To ensure that an effective structure of communication within the department is established and maintained at all times to ensure that all staff members are fully aware of relevant information concerning the hotel as well as all promotions within the company world-wide.
5. To be fully conversant with all legislation in respect of hotel sales, practical employment law, payment of services, registration of guests, security procedures and data protection.
6. To promote training and development of all Front Office staff through effective performance reviews and clearly defined skills training on and off the job. To co-ordinate and collaborate in this matter with the Personnel Department and the FOM.
7. To maintain appropriate standards of conduct, dress, hygiene, uniforms and appearance at all times throughout the Front Office Team.
8. To ensure the motivation of all Front Office staff by treating them equally, listening to them and developing them into identifying opportunities and recommendations for improving the quality of service.
9. To attend meetings relevant to the Front office Department as directed by the FOM and contribute as necessary.
10. To conduct daily briefings with all Front Office staff as the Manager on Duty to ensure that all are aware of special events, guest arrival patterns and daily duties.
11. To analyse and approve special rates and rebates.
12. To be informed about the hotel’s selling strategies and its mission.
13. To develop, improve and maintain a contact with corporate clients, travel agents, booking offices and reservation offices in competitor hotels.
14. To maintain a high profile Front Office Department (e.g. interviewing, employing, succession planning,… etc).
15. To perform at least yearly staff appraisals.
16. To organize and control preparation of the departmental duty rota (Weekly Schedule).
17. To ensure all VIP’s are well taken care of ensuring that their presence is communicated to all concerned.
18. To record all incidents or complaints in the Duty Manager Log Book for management reference.
19. To Handle Guest Queries and complaints effectively and efficiently ensuring follow-up at all times.
20. To ensure that returning guests are especially well taken care of by supervising the Guest Relations Department and ensuring that all FO staff are aware of them
21. To conduct regular inspections of the Hotel, ensuring the safety and security of all guests and employees and to assist departments where necessary. To report and follow up with the relevant department managers to ensure standards are adhered to
22. To be fully conversant with the Hotel Fire and Emergency operations
23. To ensure that all computerised systems have the prescribed security back-ups performed and that emergency manual systems are in place.
24. To cover Operational shifts on a rotation Basis in line with business demands and employment contract.
25. To comply with any reasonable instructions issued by management
26. To know and follow the health and safety polices.
27. To be vigilant in monitoring energy conservation procedures and ensure that they are carried out.
28. To ensure that telephones are answered quickly and efficiently, following company directives.
29. To be fully conversant with the FO ‘Down Time’ procedures and to carry out your role swiftly in the event of a system failure.
30. To act according to the telephone handling standards & procedures.
31. To act according to the complaint handling standards & procedures.
32. To be responsible for a clean and tidy working area.
33. Legal Responsibilities: To ensure that the standards required by Law and by Golden Tulip Management are maintained at all times in the areas specified above
