The Role
• Under the guidance and supervision of the Front Office Manager and / or the Night Manager, and within the limits of the established Mövenpick Hotels & Resorts’ 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 Front Office 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:
Implement and coordinate the Front Office OSM
Attend training classes as per schedule
f all Is aware of the daily activities and has product knowledge the hotel facilities
Handle guest complaints and report to manager
Oversee the day to day operations
Perform as per OSM Standards and in line with the Company’s Values and Core Behaviour.
Monitor Employees performance/ Coaching
Review and update Logbook
Ensure panic report is printed during the shift at least twice.
First Aid Procedures
Proper grooming at all times
Show fullest cooperation and respect within the team and other departments
Fire Procedure
Be Smart, well groomed and maintain a friendly and cheerful disposition all the times
Report regularly on happening to Supervisors / Night Manager (if on shift).
Check equipment
Be fully aware of the Talk of the Walk for the day
Operations:
Print panic report (at least twice a shift).
Provide friendly smooth courteous service to guest and respond promptly to all requests and inquiries at all time.
Drive Upselling.
Update and check guest information into the computer after a complete check in.
Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up, report it immediately to supervisors.
Review log book, verify outstanding and follow up pending. Identify if any special assignment for the day.
Perfect grooming all the time.
File daily reception report and documents systematically.
At the end of the shift or the day, communicate all information that the next shift has to know for a well running of the operations.
Focus on the guests, maintain eye contact and ensure all guest at the desk are acknowledged.
Accountable for cashiering duties, foreign exchange transactions, night audits tasks and settlement upon Guests’ departure.
Attend briefings; take notes and action with appreciated follow up.
Handles walk in counter reservation at all times and process call in reservation when room reservations section is closed.
To check the paymaster and assist Supervisors to have No paymasters pending.
Assist at the Information counter, Foreign Exchange, Night Audit and the Business centre, as and when assigned.
Handle issuance of guest room key cards and ensure effective control for guest security.
Carry out any other reasonable task (which may not be stated here) as requested.
He/she is familiar with all related company documentation and especially with the relevant Operational Standards Manual for his/her field of responsibility.
Co- ordination and information with the Front Office, Housekeeping, F&B and especially with the General Manager regarding MIPs and VIPs.
Register and process check in for all arrivals.
Check Hotel situation, occupancy, functions, groups, MIPs/VIPs & RIPs.
Prepare for daily arrivals in terms of room allocation, check traces for any special requests of guests.
Check and convey message to guests.
