Directly supervising all front office personnel and ensuring proper completion of all front office duties. Directing and
coordinating the activities of the front desk, reservations, guest services, and telephone areas. Preparing monthly forecasting ,materialization and occupancy analyzing reports and budget for front office department.Training, cross –training, and retraining all front office personnel. /Participating in the selection of front office personnel. /To Schedule the front office staff./Supervising workload during shifts./Evaluating the job performance of each front office employee./Maintaining working relationships and communicating with all departments./Maintaining master key control./Verifying that accurate room status information is maintained and properly communicated./ Resolving guest problems quickly, efficiently, and courteously./To update groups information. Maintaining, monitoring, and preparing groups requirements./Relaying information to appropriate personnel./To review and complete credit limit report. /Working within the allocated budget for the front office./Receiving information from the previous shift manger and passing on pertinent details to the oncoming manager./Checking cashiers in and out and verifying banks and deposits at the end of each shift./To enforce all cash-handling, check-cashing, and credit policies./To conduct regularly scheduled meetings of front office personnel./Keeping to require all front office employees to wear proper uniforms at all times./To uphold the hotel's commitment to hospitality./To prepare performance reports related to front office./Maximizing room revenue and occupancy by reviewing status daily. Analyzing rate variance, and monitoring credit report and maintaining close observation of daily house count , and monitoring selling status of house daily. flash report, allowance ,etc./Monitoring high balance guest and take appropriate action./Ensuring implementation of all hotel policies and house rules.
Primarily reporting to the Front office manager , and in the absence of Front Office manager or Resident Manger to take charge of the operation of Front office Department, and as I was the Assistant Front Office Manager, I acted as a bridge between the front and the back office. While coordinating the operation, and also to ensure that all guests experience a fantastic stay , and that all guests have a smooth running stay at the hotel./Customer Satisfaction (Guest Feedback, Social Media Review)./Financial Performance (Up selling, Room Revenue, Operation Auditing)./Showing Initiative, Problem Solving, Staff Training, Team Leading./Managing and to motivate the Front Office team in order to provide a high standard of service for customers./Welcoming guests and to foster customer loyalty with a friendly manner./ Develops high quality relationships with guests throughout their stay./Handling any guest complaints or contentious issues that cannot be settled directly by team members and to provide a fast solution./Overseeing and supervising guest arrivals and departures with the front office executive and duty managers./To Provide high level of customer service and maintain a high profile in the day to day front office operations./Ensuring that personalized service is offered to each and every guest./Ensuring that the pricing policy and internal audit procedures are duly applied./ Supervising the management of debtors, group and individual guest invoicing and cash operations./Monitoring all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure./Reviewing arrival list for all arrivals and VIPs to check room allocations, amenities and special requests./Preparing monthly and daily revenue report and circulate to all HOD's./Prepare Room revenue and occupancy forecast , take action on rate strategies./Is involved in recruitment of new team members for front office.
To represent the Management during the night. also assists the Front Office Manager in all aspects of the department including but not limited to operations, planning, budgeting, staffing and payroll in accordance with hotel policies and procedures, and to provide leadership and support to all members of the Front Office and to enforce the Hotels Standards of Excellence in all areas supervised./To Manage and monitor activities of all employees in the Front Office department making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed./Direct and oversee all hotel operations during the night shift to ensure guest satisfaction and safety./Conduct Briefing for all staff during Night Shift. /Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests./ Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate./Maintain a professional and high quality service oriented environment at all times./Act as manager on duty for the hotel in the absence of the Front Office Manager dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise./Manage the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments./welcoming the guests to the hotel in a friendly and helpful manner, ensure that the public areas are kept clean and tidy./Occasionally Assist guests with their luggage, be a point of contact for our guests, valet park guests cars and other responsibilities to ensure all requirements are met during our guests stay./Actively participate in the decision making process on guest relocation for nights when over capacity, ensure a smooth relocation process.
Primarily supervises front office team members to ensure efficient and smooth operations for producing excellent
feedback and guest satisfaction. Responds in a professional and courteous manner to guests by providing accurate and timely information and services, also to ensure the hotel charges are processed diligently to guest's accounts, invoices are accurate, billing instructions are verified, all necessary supporting bills and vouchers are attached for direct settlements./To ensure Outstanding customer care at all times./To Maintain a friendly, cheerful and courteous demeanor at all times./Courteously and accurately answer inquiries from potential guests and accepting hotel reservations./Respond to telephone and in-person inquiries regarding reservations, hotel information and guest concerns./To use suggestive selling techniques to sell room nights, increase occupancy and revenue./Supervise daily shift process ensuring all team members adhere to standard operating procedures./Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation./Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service./Adhere to company credit limit / floor limit policies./Allocate rooms to expected arrivals after checking the guests preferences and special requests./To build strong relationships and liaise with all other department's especially housekeeping, reservations etc./To operate the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests./Cross Check all billing instructions are correctly updated/To Control cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy./To Supervise the operations of the front desk to ensure an optimal level of service .
Represent the hotel to the guest throughout all stages of the guest's stay, to determinate a guest's reservation status and identifies how long the guest will stay, to help guests complete registration cards and then assigns rooms, accommodating special requests whenever possible, Verifies the guest's method of payment and follows established credit-checking procedures. Places guest and room information in the appropriate front desk racks and communicates this information to the appropriate hotel personnel./Register guests and assigns rooms. Accommodates special requests whenever possible./To assist in preregistration and blocking of rooms for reservations./Thoroughly understand and adhere to proper credit, check- cashing, and cash handling policies and procedures./To Understand room status and room status tracking./To Know room locations, types of rooms available, and room rates./To be sales-minded. Presents options and alternatives to guests and offers assistance in making choices./To use suggestive selling techniques to sell rooms and to promote other services of the hotel./To know the location and types of available rooms as well as the activities and services of the property./Coordinate room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early check-ins, special requests, and day use rooms./Possessing a working knowledge of the reservations department, taking same day reservations and future
reservations when necessary and to know cancellation procedures./Maintaining guest room key storage, and maintaining and supervising access to safe deposit boxes./Filing room keys ( as the hotel had manual room keys system )/Processing guest check-outs./Performing cashier related functions like posting charges to guest accounts, raising paid out's, currency exchange,/To Follow procedures for issuing and closing safe deposit boxes used by guests.