Prepares an action plan in conjunction with the Front Office Manager and passes it on to teams
Modifies working methods to comply with the brand philosophy
Involves and motivates teams on a day-to-day basis
Prepares the team's training plan and follows up implementation
Communicates with the other departments
Ensures that guest documentation and information is available and up to date
Supervises guest welcoming operations and rooms sales
Coordinates the front office team
Organizes and plays an active role in welcoming guests
Organizes guest arrivals and departures with the team
Prepares the hotel room status report (number of occupied rooms compared to the number of rooms sold)
Is responsible for the completion of official guest identification forms
Ensures that internal procedures are duly applied
Checks room reservations and the VIP guest list
Keeps track of the standard of services delivered, based on guest comments and quality audits
Is capable of moving people from their rooms and handling difficult situations
Team Management
Modifies working methods to comply with the brand philosophy
Prepares an action plan in conjunction with the Front Office Manager and passes it on to teams
Helps employees manage their stress
Involves and motivates teams on a day-to-day basis
Helps integrate newcomers to the team
Trains team members
Applies and respects labor legislation
Prepares the team's training plan and follows up implementation
Applies and ensures application of labor legislation
Identify and develop team members with potential
Conduct performance review with the team
Constantly monitor team members’ appearance, attitude and degree of professionalism
Prepare detailed induction programs for new employees
Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business
Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service
Conduct monthly departmental meetings to provide information to team members, obtain their feedback, rectify operation issues and provide a regular forum for department communication
Other Responsibilities
Behaves and acts in an exemplary fashion, embodying the brand mindset
Helps the Front Office Manager organize and manage the team, perform administrative tasks and ensures the respect of procedures and hygiene and safety standards
Manages and motivates front office teams in line with the brand's recommended behavioral guidelines, in order to provide personalized high quality guest services
Helps employees improve their skills and provides support for career development
Through his/her actions and presence at the reception, transmits the Front Office Manager's instructions and priorities
Secures the revenue from room sales
Ensures the respect of procedures and hygiene and safety standards
Develops high quality relationships with guests throughout their stay
Handles any guest complaints or contentious issues that cannot be settled directly by a receptionist or the Receptionist Team Leader, providing a rapid solution