Actively manage an oversold situation in accordance with hotel policy and procedure to ensure guest satisfaction.
Recommend new policies and procedures in relation to improvement of guest service standards and the achievement of departmental and hotel strategic goals.
Deal with problems and complaints received from guests, acting immediately to restore guest satisfaction utilizing the Company&039;s Service Standards at all times.
Ensure adherence to hotel credit procedures and policies at all times, leading by example.
Ensures that computer saves, backup reports are regularly done and assist in maintenance of all Information and Communication systems, to provide guest service excellence within a safe working environment.
Perform any additional duties as requested by the Front Office Manager and Hotel Management.
Demonstrate thorough knowledge of and encourage active selling all products, services and special events within the hotel, leading by example.
Actively promote and drive Bonvoy program and hotel up selling programs, ensuring that all associates are fully conversant in up selling standards and procedures.
Deputize for Front Office Manager in his/ her absence and attend meetings as requested.
Act in the capacity of Night Manager.
Be fully conversant and efficient in the operation of switchboard and other related equipment, such as paging system, two- way radios, emergency phones, guestroom equipment operation, call accounting and hotel channel.
Be competent in the safe management of a fire or other emergency situation, taking responsibility for an emergency evacuation procedure as required.
Ensure maintenance of clean and tidy work areas in accordance with the hotel standards, leading by example.
Ensure that the Front Office Manager or General Manager is informed immediately of any serious emergency, security or health & safety matter.
Review all in- house accounts to ensure correct room rates are charged and authorize rebates/credits to guest’s accounts as necessary.
Coordinate the maintenance and utilization of the Guest History database, to ensure that loyal guests and VIP’s receive special attention.
Completely understand, implement and ensure adherence to the local areas of the labor code and Marriott policies.
Ensure that all Front Office associates are motivated and trained in the correct method of Front Office service, assisting with the maintenance of standards and procedures, training, certification and performance appraisals.
Ensure adherence to hotel policy regarding uniform and personal presentation, leading by example.
Coordinate Front Office operations during shift, including Front Desk, Guest Service Center, Club Lounge, Grand Towers Lounge and Concierge to ensure guest service excellence and adherence to Renaissance Hotel standards and procedures at all times.
Assist with associate scheduling and rostering to provide adequate coverage of shifts.
Complete Quality Assurance room inspections and regular property walks, ensuring that any maintenance needs are attended to on a timely basis.
Receive absentee calls and ensure appropriate Department Heads are notified.
Maintain daily logbook and conduct informative handover to next shift ensuring that all relevant information is passed on clearly and that relevant managers are notified as necessary.
Effectively communicate and liaise with associates on all levels, understanding the importance of teamwork within hotel operations.
Be proactive in observing operational needs across the hotel, enlisting associates from other departments to assist in areas where business demands are higher.
Supervise the management of inventory availability and blocking to ensure that each guest is accommodated according to their requirements, investigating any room discrepancies.
Ensure that all guests are warmly welcomed and recognized in accordance with hotel standards and the goals of Marriott Bonvoy.
Inspect VIP rooms prior to arrival and meet and greet VIP/Guest History guests where required upon arrival.
Maintain cash float and accurately handle monies at all times.
Maintain manpower and materials cost control measures.
