Front Office Team Leader
Leadership
Be actively involved in building teamwork and enhancing the team’s commitment to their work and the hotel
Understand the hotel’s vision and brand personality and ensure it is integrated in your daily work practices
Actively and successfully train people to work according to hotel’s standards
Recognize outstanding individual performance in your team and deal with substandard performance fairly, immediately and constructively
Ensure all employees under your supervision are scheduled in accordance with business needs
General Responsibility
Communicate in a friendly, tactful and professional manner with guest, suppliers as well as colleagues
Be informed and keep your supervisor informed of all matters that may affect your work, the hotel’s service or reputation
Always present a clean and tidy appearance in accordance with the hotel’s grooming standards
Be flexible and open to change in your job responsibilities, work area and/or roster to meet business needs
Be understanding, supportive, encouraging and helpful to guests as well as suppliers and your colleagues
Care about your work environment and make sure it is tidy and well maintained
Be reliable and ensure you are at work on time
Know your role in case of emergency such as bomb threat, flood, fire etc
Understand the Employee Handbook and comply with the standards it outlines
Carry out all professionally reasonable instructions given by your supervisor
Technical Expertise
Maintains current information regarding reservation systems, lost and found, guest complains and all policies and procedures for the efficient operation of the Front Office.
Handles guest complains to the satisfaction off all parties. Notifies the Front Office Manager, Duty Manager or Director of Rooms if assistance is required.
Registers and assign room to arriving guests with and without reservations ensuring that registration cards are correctly completed giving required information.
Pre-register arriving guests when conceivable.
Handle CIP, VIP and VVIP guest in accordance with the Standard Operating Procedure.
Ensures room keys are checked and secured.
Assign on daily basis a show rooms for site inspections.
Co-ordinate the preparation of the welcome gesture and ensure that timing and distributing are managed appropriately.
Ensure that all equipment is properly maintained and in good working order at all time
Prepare weekly staff ensuring that sufficient staff are available to handle expected busy periods and minimizing payment
Coordinates with the Duty Manager all public function and notice boards display current information about hotel services and activities.