Under the guidance of the Front Office Manager assess, evaluate, and ensure that the long-term and short-term of the department are met. Support and assist Front Office and all Departments in the hotel to ensure a smooth, prompt, and effective service to all guests.
Direct and manage the Front Office in the absence of the Front Office Manager, respectively Assistant Front Office Manager.
Key Responsibilities
- Ensures the smooth running of the operations on a day-to-day basis and in a proactive manner.
- Ensures that as per Kempinski Health & Safety Policy the Fire Exits are free of obstacles.
- Support and assist all Front Office sections.
- Ensures that all guests receive prompt, cordial attention and personal recognition and resolves related problems.
- Inform and coordinate with other operating departments e.g. Housekeeping, Engineering, Sales, and Butlers of Front Office matters which may concern them.
- Check all correspondence of the day’s arrivals to familiarize with arrived and arriving guests and their needs, and follow up as required.
- Control room availability for walk-ins and establish accountability for guests’ departure dates and times.
- Follow up with Housekeeping on any unresolved room discrepancies.
- Maintain reservation procedures and same-day arrivals.
- Check all arrivals folios, follows up on credit standing of walk-in guests and validity of account to company instructions.
- Check all billing instructions and guest credit for accuracy. Follow up and resolve related issues.
- Maintains appropriate standards of conduct, dress, uniforms, hygiene, appearance, and posture for all departmental employees.
- Ensures that all departmental information is kept accurate and up to date.
- Promotes in-house sales and facilities to maximize hotel revenues.
- Understand and carry out duties in line with Hotel Emergency Procedures.
- Inspect the Front and Back of the house for cleanliness, Health & Safety and report any faults to concerned departments.
- Inspect guestrooms on a daily basis.
- Co-ordinates/Assists security personnel in all related matters.
- Respond promptly to any operational requests from the Front Office and other hotel departments.
- Attends to referred and unsolved problematic situations.
- Co-ordinates and assists with accommodation and transportation of guests in overbooked situations.
- Completes VIP, delegations, and group leaders’ welcome and farewell as appropriate.
- Conduct efficient hand-over with the coming Manager.
Skills, Knowledge and Expertise
- BSc or HND in Hotel Management or related field.
- Minimum 5 years Front Office Supervisory position in a 5-star property.
- Proven track record with good progression.
- Mature & Customer focused.
- Strong leadership and interpersonal skills.
- Excellent organizational and multitasking abilities.
- Comprehensive Opera knowledge.
- Comprehensive Micros knowledge.
- Up Selling techniques.
- Microsoft Excel and Statistical knowledge.
- Excellent oral and written skills.
