Front Office Manager
The Ritz-Carlton Jeddah
Total des années d'expérience :14 years, 7 Mois
Having knowledge of entire Reservation Procedure.
Responsible for Hotel and Local Reservations and Reservation - Links World Wide.
Handling of correspondences, sorted - out letters, telexes, fax, cables which are checked already.
Allocate daily tasks to Reservations staff.
Review reservations booked daily.
Review arrival report daily.
Responsible for preparation of occupancy forecast.
Responsible for training staff.
Responsible for implementation of policies and procedures.
Responsible for recording Company/Travel Agent Rates both in system and correspondence file.
Liaise with Sales Department in regards to occupancy, Rates Reservation's Analysis.
Identify Top Producing Accounts ensure proper recognition by Reservation staff.
Knowledgeable in hotel and guest room facilities/services and ensures reservations agents are equally knowledgeable.
Responsible for various Production reports and supply to each department concerned.
Monitoring Telephone Manner and general performance of reservations staff daily.
Ensure special handling of repeats guest and very VIP guest.
Observes and ensures that proper telephone manners are maintained at all times
Monitors and coordinates group reservations activity with the Sales Department and Revenue Manager
Follows up tentative bookings and update reservation status
Reviews no-show and cancelled reservations and processes charges according to hotel’s policy
Reviews room blocking for Long Stay. Suites and special group request.
Supervising of Group Reservations.
Maintain cordial relations with commercial clients.
Bring to the attention Front Office Manager when the hotel availability status be changed and prepare for necessary action.
Responsible for work schedules.
Responsible for maintaining a Neat and Orderly position at all times.
In general, perform any other duties might requested by revenue and E-Commerce Director or Room Division Manager.
Customer Satisfaction. (Guest Feedback, Social Media Review).
Financial Performance (Up selling, Room Revenue, Operation Auditing).
Showing Initiative, Problem Solving, Staff Training, Team Leading.
Manages and motivates the Front Office team in order to provide a high standard of service for customers.
Welcomes guests and fosters customer loyalty through his/her friendly manner.
Develops high quality relationships with guests throughout their stay.
Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.
Oversee and supervises guest arrivals and departures with the front office executive and duty managers.
Provide high level of customer service and maintain a high profile in the day to day front office operations.
Ensure that personalized service is offered to each and every guest.
Ensures that the pricing policy and internal audit procedures are duly applied.
Supervises the management of debtors, group and individual guest invoicing and cash operations.
Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
Prepare monthly and daily revenue report and circulate to all HOD's.
Prepare Room revenue and occupancy forecast take action on rate strategies.
Is involved in recruitment of new team members for front office.
Integrates and trains employees, providing support for skills development.
Ensures that all front desk employees are well presented (uniforms, personal hygiene etc.), and also punctual.
Ensures that the workplace remains clean and tidy
Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
Makes sure that the hotel's pricing policy and sales pitches are duly applied in order to optimize REVPAR
Have a good knowledge of all systems and standard operating procedures of front office.
Ensures that guest documentation and information is available and up-to-date.
My primary role is to ensure a smooth operation for the front desk team, monitoring on daily basis arrivals and VIP guests, Responsible for enforcing the standard operating procedures, supervising daily front desk shift operations and ensures compliance with all policies, Runs front desk shifts when necessary, supervise and expedites lobby traffic to speed the arrival and departure process, conduct daily training for employees, perform duty manager duty once needed and scheduled, Handles complaints from guests and informs concerned departments with proper recording in glitch report and guest history.
Represents the management during overnight shift and responsible for all hotel operations during overnight shift hours, focusing on Front Office operations, night audit and hotel safety/security. Direct report to the Front Office Manager.
Duties & Responsibilities:
Manage and monitor activities of all employees in the Front Office department making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed. Manage the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments. Represents the management during overnight shift and responsible for all hotel operations during overnight shift hours, focusing on Front Office operations, night audit and hotel safety/security. Direct report to the Front Office Manager.
Welcome customers upon entrance and confirm reservations
Act as the point of reference for guests who need assistance or information and attend to their wishes and requirements
Understand customer’s needs and provide them with personalized solutions by suggesting activities and facilities provided by the hotel
Acquire extensive knowledge of the premises and the nearby venues and businesses to make the most suitable recommendations
Arrange events, excursions, transportation etc. upon request from hotel residents
Answer the phone and make reservations, take and distribute messages or mail and redirect calls Respond to complaints and find the appropriate solution
Greet guests in a friendly manner and offer assistance with luggage
•Operate the courtesy shuttle
•Baggage handling for tours
•Set up and break down of meeting rooms
•Communicate with other departments in a friendly and professional manner
•Be aware of local attractions and restaurants and make recommendations to guests
•Accurately communicate with other shifts regarding issues arising from day to day operations
•Other duties as required
A hotel receptionist is a trained staff whose duties include welcoming guests to the hotel, making reservations for them and attending to their other needs that are instrumental to their comfort during their stay at the hotel.
The function of a Bellman is to work closely with the Front Desk Staff, Management and other hotel departments in providing guest assistance with luggage, transportation and miscellaneous needs. Often the first and last person a guest sees while staying at the hotel is the Bellman. The care and attention that goes with this position is crucial to the success of a hotel as they convey a critical message to the guests about the property’s commitment to service
Pursuing MBA in International Management. (First semester)
|