Ensures prompt, courteous and accurate service to all guests, so as to maximize customer satisfaction.
Achieve Quality Audit result of 95% and above through consistent documented trainings.
Maintains and promotes associate relations.
Resolve complaints within the department.
Actively participate in and conduct the daily meetings.
Ensure the Hotel services are exceeding the set standards.
Assist in Talent Development.
Respond and act to guest requests for special arrangements or services with a “Never say No” attitude.
Maintain internal communication, coordination and cooperation with various Departments for various requests.
Achieve the highest Guest Satisfaction measured by TRUST YOU platform.
Be smart, well groomed, friendly and cheerful whilst exhibiting the highest standards of Rixos hospitality all the times.
Show fullest cooperation and respect within the team and other departments
Be aware of the daily activities and has product knowledge of all the hotel facilities.
Supervise and manage all activities of the department whilst allowing the team to be competent, credible and progressive.
Utilize interpersonal and communication skills to lead, influence, and encourage the team; advocate sound financial/business decision-making; demonstrate honesty/integrity; always lead by example.
Encourage and build mutual trust, respect, and cooperation among team members.
Serve as a role model to demonstrate high standards of Rixos.
Supervise and manage team by understanding their role responsibilities well enough to perform duties in their absence
Ensure Revenues, Expenses and Profit is closely monitored and budgeted figures (over)-achieved.
Financial Policies and Procedures are supported and followed.
Ensures the smooth running of the operations on a day to day basis and in a pro active manner.
Ensures the Fire Exits are free of obstacles as per Rixos Health & Safety Policy
Support and assist all Front Office sections.
Responsible for the organization of work within the department including assignments, time schedules and vacations to ensure optimum utilization of manpower.
Participate in the development, implementation and review of the policies, procedures, practices and standards.
Optimize the efficient usage of room inventory by monitoring control and ensure constant feedback to support the departments.
Recommends changes in processes, equipment whenever applicable so as to improve departmental standards and productivity.
Monitor key performance indicators for the department and apply corrective action where needed.
Ensure adherence to company and hotel policies by all departmental team members
Ensure norms, procedures and systems for safety and security of guest belongings (e.g. lockers, left luggage etc.)
Monitor billing procedures to ensure accurate payment thereby maximizing organizational profitability.
Ensure adherence to all statutory requirements by the Front Office.
Ensure all front Office documents & records are maintained as per operational/ organizational requirements.
Ensure all Front Office areas are neatly maintained at all times as per norms, hygiene, and efficiency, cleanliness and safety standards.
Responsible for the efficient handling of all the Room Reservations & their processing thereafter.
Conduct Briefing Sessions regularly and ensure thorough communication within the department.
Familiarity with all Front Desk and Cashiering functions.
Responsibility towards guest ledger, long stays guests and pay masters.
Greet and welcome VIP guests upon their arrival and escort them to their rooms.
Identify training needs, plan activities and oversee the implementations for all FO sections.
Assist in the preparation of the annual budget and manning guide and manage within budgetary guidelines.