Directs front office operations such as checking in, checking out and providing guest assistance whilst ensuring compliance with all front office policies, procedures, standards and satisfaction of guests? needs.
Trains, develops and manages the performance of direct subordinates to ensure the efficient running of front office operations.
Maximizes hotel revenue by controlling room inventory, group blocking, packages, up selling to Executive Floor Rooms, reinforcing the late charge policy to maximize REVPAR.
Handles all customers? complaints occurring during the night shift to ensure their satisfaction.
Greets VIP guests of level 4 to 7 upon their arrival and escorts them to their room. Establishes good rapport and offers assistance for the length of their stay.
During sell out nights, deals with overbooking situations in the most professional and diplomatic matter in order to keep to a minimum level the degree of dissatisfaction of guests inconvenienced by the situation.
Reports on the hotel log book all guest complaints, relevant incidents and matters that need follow up the next day, to ensure consistency and guest satisfaction.
Skills Requirements:To fill the position, one of the following is required:
