EMPLOYMENT

Job Description Ensure the safety and security of the property and the smooth and efficient running of the Hotel's overnight operation. Provide supervision and support to the Front Office team and other departments when required. Ensure department policies and procedures are understood by all employees and observed in tasks performed. Ensure effective communication of new and updated information regarding policies, rates and general hotel information. Ensure strict procedures are followed for all cash/credit, cheque transactions, accounting and banking procedures, issue of keys and guest confidentiality. Be proficient in the use of all front and back office equipment. Report any computer system errors to the IT Manager or other such manager for immediate rectification. Implement training programs for all employees, conduct induction and skills training. Be aware of room availability and sensitively manage overbooking situations where relocations are required. Make every effort to fill the hotel to 100% occupancy at the highest possible rate. Carry out reception duties as required. Assist, as required, calls for reservations. Supervise night lobby services including car parking, portering, room service, security and public area cleaning. Attend to any disputes referred, ensuring total guest satisfaction. Resolve disputes personally where possible; avoid referring the guest to another person; resolve the issue and offer recover; act quickly to draw the matter to resolution. Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Total Customer Satisfaction. Maintain a visual presence in the hotel lobby to assist any areas as required and to greet guests on a regular basis. Create and maintain a work environment that consistently reinforces exceptional customer service. Promote this environment through leader by example. Carry out additional duties as requested by the Front Office Manager or his/her designate.