- Manages and implements the brand requirements in the department (service certification etc)
- Provides customer satisfaction by ensuring smooth coordination between the front office and floor personnel
- Is responsible for the application of internal and external audit procedures (HACCP, Basic vision etc)
Ensures that the department's targets are met
Customer Relations
- Ensures that guests have a comfortable stay and receive a friendly personalised welcome
- Ensures that the team respects guests' privacy while working
- Handles customer comments and complaints and follows them up
Professional Techniques / Production
- Ensures the high quality of services provided by a third-party (linen hire, cleaning etc)
- Ensures that lost property is managed effectively
- Guarantees that rooms are cleaned and services provided to the highest standards, ensures that hotel linen and uniforms are cleaned efficiently
- Coordinates room allocation with the front office, handling any switches as necessary
- Signals any technical faults and follows up repair work
Team Management
- Anticipates needs and organises recruitment for the team
- Prepares the work schedule, taking everyone's skills into account
- Carries out annual appraisals for employees and sets their targets
- Prepares the team's training plan and tracks implementation
- Applies labour legislation
- Ensures the appropriate behaviour and impeccable presentation of staff under his/her responsibility
- Organises the welcome and integration of new employees
Commercial and Sales
- Trains the team on the floor process as defined by the hotel
- Ensures that documentation and information in hotel rooms is well presented and up-to-date
- Analyses guest comments and implements any necessary corrective actions
- Is familiar with the services provided at the hotel and informs guests
Management and Administration
- Manages all spend on cleaning products and welcome gifts, and ensures that equipment made available to floor staff is correctly used
- Helps optimise energy costs
- Organises the department for optimum efficiency, ensuring headcount matches the workload
- Updates and analyses dashboard charts (state of rooms, stocks of linen, welcome gifts etc) and implements action plans as necessary