To manage the hotel to provide courteous, professional, efficient and flexible service that is consistent with the Accor Group standard Policies & Procedures in order to maximize guest satisfaction. Guide all Front Office personnel and ensure proper completion of all Front Office duties. Strive to achieve optimum operating results while providing guests with the highest level of service and satisfaction.
Operational
To ensure that all the front office departments are managed efficiently according to the established concept statements and adhere to Company and Hotel Policies & Procedures and Brand Standards.
To have a full working knowledge and capability to manage, supervise, correct and demonstrate all duties and tasks to the standard set.
- To liaise with the Revenue Management Department and Reservation Department to ensure the proper market mix to achieve the maximum room revenue and provide sales lead.
- To assist the Sales Managers, in the aspects of controlling heavy dates, resolving conflicts in bookings changing dates and facilities.
- To be responsible in the implementation of Accor audit system.
- To work with the respective Department Heads to take corrective action where necessary.
- To conduct frequent and thorough inspections to ensure the Lobby and operating equipments are presentable and in good working conditions.
Guest Services
- To handle guest and employee inquiries in a courteous and efficient manner and handles guest complaints or problems in a timely manner. Immediate solution can be found and assure follow up with guests.
- To establish a rapport with guests maintaining good customer relationship and handle all guest complaints, requests and enquiries on Front Offices service.
- To personally and frequently verify that guests check-in / out are receiving the best possible service.
- To spend time in the Front Office (during peak periods) to ensure that the area is managed well by the respective team and functions to the fullest expectations.
- To ensure through effective supervision that all services in the front office are always available and are carried out with utmost efficiency and courtesy as per the Departmental Operations Manual.
- To ensure that guest history records are accurately maintained and all recurring guests are pre-registered.
