Situation Summary
Oversee and monitor operational needs within the front office. Handle all guest inquiries throughout their stay in a friendly and efficient manner under the guidance of the Front Office Manager, always striving to exceed their expectations, monitoring guest credit and financial transactions as per our standards.
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The alternate manager will be responsible for the day-to-day operations of the front office team under the direction of the front office manager.
Financial Accounting:
Ensure that all fees for the day are recorded in the correct delivery summary and the financial transaction sheets are handed over to the accounting department/night auditor at the end of the evening shift.
Summary of responsibilities:
Core responsibilities and functions include but are not limited to the following:
Ensure that payment from the guest on check-out is accurate and completed correctly as per the financial standards.
Monitors and arranges re-stocking of all necessary items for internal/external operational needs
– Handles and resolves guest complaints
Oversee all operational areas to ensure that all guests and visitors are satisfied throughout the resort.
– Efficiently assisted the guest throughout his stay in fulfilling any requirements.
Monitor/supervise the operational needs of the operational front office as required.
Ensures that the Guest Services Desk is operationally stocked and stocked at all times including scheduling of reception/transfer staff.
Maintains the privacy of all guests by ensuring that no guest details are disclosed to anyone.
Ensure that reports and statistics are prepared and distributed as required.
– Conduct departmental briefings.
Ensures that all colleagues in the front office report on work on time and in accordance with the hotel’s standards of care.
Training new colleagues on shift procedures.
Demonstrate full understanding and knowledge of all internal services, facilities, amenities and functions.
– Update all the information the guest provided on the registration card when checking into the opera system, making sure that all the required information is provided.
– Conduct training for front office colleagues to ensure quality standards are achieved and product knowledge within colleagues.
Attend the daily delivery summary at the beginning of each shift.
– Perform check-in and check-out in accordance with operating procedures of hotel standards.
– Check departures for the day and next day, update departure times.
– Check and track actions in Opera on arrival and departure as well as reasonably identifying traces at all times.
Assist the guest in relations by escorting the guests to their rooms upon arrival explaining all the features and facilities.
Maximize room revenue by selling a higher price category and selling the highest possible rates to staying guests.
– Take prepayment guarantee upon check-in for all guests as per resort credit policy.
Perform teller duties such as foreign currency exchange, payments, etc.
Close their individual cashier’s check at the end of each shift to ensure all details are in balance.
– Adhere to the resort’s health, safety and hygiene procedures and products.
– Any other details requested by the administration, whether in your section or any other section of the resort.
General Duties:
Health and safety
Ensure that all potential and real risks are promptly reported and corrected
– Be fully aware of all departmental fire, emergency and bomb procedures
Ensure that all emergency procedures are trained, implemented and enforced to provide the security and safety of guests and staff
Ensure the safety of people and property of everyone within the premises by fair application of hotel regulations through strict adherence to existing laws, legislation, etc.
Ensure that all employees within the department operate in a safe manner and are not likely to result in harm or injury to self or others
Use safe manual handling techniques and practice safe work habits by following Accor’s health, safety and environment policies, and maintaining procedures to reduce our environmental impact and prevent pollution.
Secrecy
Ensuring confidentiality and safe storage of all intellectual property bases and data, whether paper or electronic. Adhere to Accor’s Internet and Email Policy
Ensure that hotel, customer, employee, or transaction information is kept confidential during or after working with the company.
Be fully familiar with the following:
Hotel fire procedures
Hotel security procedures
Hotel health and safety policy and procedures
– Hotel facilities and attractions
Hotel work standards and management procedures
– Accor Grooming of Luxury Guidelines and Appearance
Accor values and corresponding strategies
Payment methods accepted by the company
– Promotions for short and long term marketing
Performs additional tasks from time to time, as requested by senior team members which may not be directly related to the job role but are essential to the smooth running of the resort
qualifications:
Senior High School/Diploma or Certificate in Hospitality Management
– At least 1 year previous experience as a Guest Service Executive or Butler in a 5-star hotel (essential)
Previous experience working in a remote island is preferred
– Strong interpersonal and communication skills.
Strong customer service orientation.
Previous role in a multicultural environment
Experienced in firefighting and safety systems
Experience using a property management system (Opera preferred)
– Proficiency in English (spoken and written)
– Multi-language feature: eg Dhivehi, Arabic, Russian, French, German, Japanese
Physical aspects of the job:
The physical aspects of the job include but are not limited to the following:
Standing and walking throughout the shift
Lots of lifting and carrying at least 30 pounds.
Kneeling, pushing, pulling, and lifting occasionally
Stairs, staircases and ramps, ascending or descending from time to time
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