The Role
Under the guidance and supervision of the Rooms Division Manager and / or the Night Manager, and within the limits of the established Mövenpick Hotels & Resorts and OSM (Operational Standards Manual), his/her responsibilities are to provide efficient, personalized, courteous and punctual service and to practice up- selling techniques. To work with a team spirit and to ensure that each guest leaves the property fully satisfied and with the wish to return back.
Must be thoroughly familiar with all Mövenpick corporate and local Operational Standards and ensure they are followed. He / She is responsible for supervising the operations at the front desk according to our hotel standards in order to ensure guest satisfaction under the control of the Rooms Division Manager in the accomplishment of their objectives. Must assist in accomplish obligations and goals as outlined below:
Have the responsibility to ensure the safety and health at work and follow the Accor policy.
Key Deliverables and Responsibilities
Planning & Organizing:
Monitor Employees performance/ Coaching
Report regularly on happening to Supervisors / Night Manager (if on shift).
First Aid Procedures
Attend training classes as per schedule
Fire Procedure
Implement and coordinate the Front Office OSM
Show fullest cooperation and respect within the team and other departments
Ensure panic report is printed during the shift at least twice.
Review and update Logbook
Be Smart, well- groomed and maintain a friendly and cheerful disposition all the times
Perform as per OSM Standards and in line with the Company’s Values and Core Behaviour.
Be fully aware of the Talk of the Walk for the day
Proper grooming at all times
Check equipment
Handle guest complaints and report to manager
f all Is aware of the daily activities and has product knowledge the hotel facilities
Oversee the day to day operations
Operations:
Take responsibility of your shift & handle situations, ensure that reception team on shift is looked after and helped if needed
To effectively handle all guest complaints concerning the Front Office in co- ordination with the Rooms Division Manager, taking corrective action to prevent recurrence and convert the guest into a repeat customer. Co- ordinate proper actions with other departments, informs General Manager.
Handle issuance of guest room key cards and ensure effective control for guest security.
Co- ordination and information with the Front Office, Housekeeping, F&B and especially with the General Manager regarding MIPs and VIPs.
Attend Credit meeting when requested
Check online comments (Tripadvsior, Booking.com etc) and investigate issues then report to the manager
At the end of the shift or the day, he has to communicate all information that the next shift has to know for a well running of the operations.
Ensure Cherish program is mentioned in every briefing and collect daily comments from the team in order to achieve monthly target
Register and process check in for all arrivals
Handle walk in counter reservation at all times and process call in reservation when room reservations section is closed.
Attend Revenue meetings when requested.
Attend management morning briefing if needed/requested
Provide friendly smooth courteous service to guest and respond promptly to all requests and inquiries at all time.
Handle guest complaints and take action immediately to ensure satisfaction is delivered
Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up.
Assist in achieving TrustYou targets
Carry out any other reasonable task (which may not be stated here) as requested.
Assist Hotel Manager on Duty when/if required
Attend guest requests and take action accordingly
Prepare for daily arrivals in terms of room allocation, amenities and special requests of guests.
Announce VIP rooms to Housekeeping and F&B departments
Conduct daily briefing & ensure IQ standard is followed
Be part & lead in success of Circle M enrolment and assist to achieve the hotel target
File daily reception report and documents systematically.
Ensure VIP rooms are ready, checked and all in order prior arrival
Other duties as assigned.
Accountable for cashiering duties, foreign exchange transactions, night audits tasks and settlement upon guests’ departure.
Maintain daily courtesy call sheet and share feedback/action with the manager
Perform duties in a manner that respects Mövenpick Hotels & Resorts’ Core Behaviours which are Trust, Relationship, Entrepreneurship and Drive.
Assist in Task Force Teams for new openings
Check Hotel situation, occupancy, functions, groups, MIPs
Encourage rooms & breakfast upselling daily to the team and share result and feedback
Attend and chair the daily briefings.
Perform Check in & Check Out at the reception
Give a proper training & induction for all new reception joiners and ensure Opera V9 is the PMS used in training
Check Paymaster daily and give feedback RDM with action taken
Ensure guest comments are investigated and reply back to guest accordingly
