Manager on Duty
the ritz-carlton, riyadh
مجموع سنوات الخبرة :7 years, 9 أشهر
1. Provide the efficient and effective operation at the front of the
house.
2. Responsible for overall appearance, tidiness and
cleanliness of working area and lobby area.
3. Supervise Reservation Manager, Reservation Officer, Guest
Service Agent and Guest Service Agent Supervisor.
4. Ensure that the service quality, presentation and service
standards are maintained.
5. Prepare weekly and daily reports.
6. Handling with guest complaints.
7. Suggest ideas that may useful at F/O operation.
8. Conducts all assignment given by Front Office Manager.
9. Planning and participating at training session to improve F/O
associates performance.
10. Assisting Front Office Manager at conduct F/O operation.
11. Maximize of room revenue through yield management of all
market segments.
12. Setting up policies and procedures for the department and
ensure that they are updated.
13. Provide information that is relevant to the budget for input
into the budget process.
14. Ensure that all F/O associates are well groomed.
15. Define the organization of work within department inclusive
of assigning times schedules and vacations.
16. Fully prepared for fire alarms, bomb treat procedures and
other safety requirements including the providing of
emergency medical assistance. Ensure associates are well
trained in this procedure. Familiar with the location of and
how to control water supply and gas in an emergency
situation. Know how to use fire extinguishers. Conducts F/O
associates evacuations at last once a year.
17. Other duties assigned by FOM.
1.Assist in hiring, training, and on-going supervision of the Front Desk staff.
2.Provide guests with outstanding guest service, efficient and effective registration and billing services in a professional, friendly manner.
3.Execution of front desk selling strategies through up selling, bucket checks, and income auditing.
4.Review of staff shift work and cash handling for errors - maintain accurate records.
5.Assume Manager on Duty responsibilities when assigned.
6.Operate the department within budgeted guidelines in the absence of the Front Office Manager.
7.Participate in special initiatives.
1.Responsible for processing room reservation by fax, phone, email and mail.
2.Accepting and keeping records of advanced deposits on reservations.
3.Cooperate with the group of sales managers and help in walk-in basis reservations.
4.Checking for the guarantees of credit cards and cheques of reservations.
5.Used proper procedures to change or cancel reservations.
6.Coordinating the convention and conference groups in block reservations.
7.Processing and filling paperwork correctly.
8.Handling customer concern properly.
9.Executing strong customer service abilities.
10.Responsible for all other duties assigned.
11.Input booking forms.
12.Input rooming lists.
13.Verify group rates.
14.Send out cutoff dates and other relevant information.
15.Send out rooming lists.
16.File future group booking.
1.Welcome all guests, register, and assign rooms to guests; including issuing rooms keys, ensuring that all guests sign a guest registration card and provide a credit card or other method of payment.
2.Handle guest services switch board, screen and forward phone calls, take messages and schedule/change reservations.
3.Act as a source of information and resource for guests on hotel services, registration of guests, and shopping, dining, and travel directions.
4.Record guest comments/complaints and refer guest to a manager as necessary.
5.Shuttle hotel guests to and from hotel's private beach, work with departments like housekeeping or maintenance to ensure guest comfort.
6.Resolve guest issues quickly, efficiently, courteously and professionally.
7.Keep records of room availability and guests’ accounts.
8.Post charges, such as those for rooms, food, beverage, or telephone calls, to ledgers by using computers.
9.Maintain room key control and supervise guest access to safe deposit boxes.
10.Accurately record cash draw and deposits each shift and follow all cash-handling and credit policies.
11.Maintained a neat and clean front desk, lobby and adjacent work areas.
12.Kept the front desk communication log current and accurate.
13.Delegate rooms to housekeepers and keep active communication with housekeepers to ensure room status in computer is up to date.
