Hotel Manager
Mira Hotel - Riyadh
Total years of experience :20 years, 8 Months
planning and organising accommodation, catering and other hotel services;
promoting and marketing the business;
managing budgets and financial plans as well as controlling expenditure;
maintaining statistical and financial records;
setting and achieving sales and profit targets;
analysing sales figures and devising marketing and revenue management strategies;
recruiting, training and monitoring staff;
planning work schedules for individuals and teams;
meeting and greeting customers;
dealing with customer complaints and comments;
addressing problems and troubleshooting;
ensuring events and conferences run smoothly;
supervising maintenance, supplies, renovations and furnishings;
dealing with contractors and suppliers;
ensuring security is effective;
carrying out inspections of property and services;
ensuring compliance with licensing laws, health and safety and other statutory regulations.
Planning and organizing accommodation, catering and other hotel services;
Promoting and marketing the business;
Managing budgets and financial plans as well as Controlling expenditure;
Maintaining statistical and financial records;
setting and achieving sales and profit targets;
Analysis sales figures and devising marketing and Revenue management strategies;
Recruiting, training and monitoring staff;
Planning work schedules for individuals and teams;
Meeting and greeting customers;
Dealing with customer complaints and comments;
Addressing problems and troubleshooting;
Ensuring events and conferences run smoothly;
Supervising maintenance, supplies, renovations and furnishings;
Dealing with contractors and suppliers;
Ensuring security is effective;
Carrying out inspections of property and services;
Ensuring compliance with licensing laws, health and safety and other statutory regulations.
Be responsible for all Front Office Operation
Ensure all procedures are followed properly .
Keep the hotel standard of service toward guest at all times.
Ensure good communication and cooperation between Front Office Department and other
Departments.
Be responsible for rooms' control and rate restriction. Prepare operating and capital budgets.
Control expenses of Front Office Department.
Be responsible for all training in front Office department.
Be responsible for Front Office staff recruitment.
Be responsible for all assets in Front Office Department. Control the room keys.
Prepare monthly reports.
. Handle salary increments.
Handle other instruction from Resident Manager of General Manager.
Responsibilities and
Ensures that all Front Office Standards Operating policies and procedures are adhered.
Responsible for the completed nightly end of day reporting; ensuring accuracy in balancing of accounts
Seeks feedback on guest satisfaction and resolves problems in accordance with our promise and philosophy of colleague empowerment
Strong and effective communication with all other departments
Provides guidance and motivation to the night team. Establishes and communicates on a daily basis with the Front Office leaders. A strong commitment to colleague satisfaction.
Responsible to balance operational, administrative and colleague needs
Responsible for ensuring consistency in exceeding guest service expectations (Fairmont Hotels & Resorts programs as a measurement tool)
Provides passionate direction towards achieving our vision
Conducts night colleague performance evaluations on a timely basis, including corrective action and coaching
Develops, implements and/or maintains new incentives to motivate colleagues and maximize hotel revenue
Effectively maximizes inventory levels during high occupancy/sold out nights
Adheres to and promotes the Company’s Health and Safety policies to ensure a safe work environment and knowledgeable all safety and emergency procedures
Trains, cross -trains, and retrains all front office personnel.
Participates in the selection of front office personnel.
Schedules the front office staff.
Supervises workload during shifts.
Evaluates the job performance if each front office employee.
Maintains working relationships and communicates with all departments.
Maintains master key control.
Verifies that accurate room status information is maintained and properly communicated.
Resolves guest problems quickly, efficiently, and courteously.
Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.
Reviews and completes credit limit report.
Works within the allocated budget for the front office.
Receives information from the previous shift manger and passes on pertinent details to the oncoming manager.
Checks cashiers in and out and verifies banks and deposits at the end of each shift.
Enforces all cash-handling, check-cashing, and credit policies.
Conducts regularly scheduled meetings of front office personnel.
Wears the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times.
Upholds the hotel's commitment to hospitality.
Prepare performance reports related to front office.
Maximize room revenue and occupancy by reviewing status daily. Analyse rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily. Ie flash report, allowance etc.
Monitor high balance guest and take appropriate action.
Ensure implementation of all hotel policies and house rules.
Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
Prepare revenue and occupancy forecasting.
Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees.
Monitor all V.I.P 's special guests and requests.
Maintain required pars of all front office and stationary supplies.
Review daily front office work and activity reports generated by Night Audit.
Review Front office log book and Guest feedback forms on a daily basis.
Maintain an organised and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
Perform other duties as requested by management.
Answer telephone calls, and direct them to corresponding departments.
Take messages.
Provide information to callers about the organization.
Greet people upon reception.
Direct guests to correct departments.
Handle queries from customers.
Provide administrative support.
Prepare letters and documents.
Receive, sort and deliver mail to corresponding departments.
Schedule appointments.
Maintain the appointment calendar updated.
Organize and coordinate meetings.
Maintain a tidy reception area.
