Job Description
Key Responsibilities:
Front Office Planning
Plan occupancy of the day and also anticipate opportunities for sales.
Plan for & conduct audits for all Front Office areas for maintenance requirements, repairs or refurbishing, ensuring that these are in action without delay.
People Management
Establish and maintain seamless co-ordination & co-operation with all departments of the hotel to ensure maximum cooperation, productivity, morale and guest service.
To liaise with the other departments to ensure smooth functioning of all Front Office operations.
Ensure that guests are greeted, checked in and allocated rooms promptly and courteously.
Ensure that enquiries, messages & bookings are dealt with courteously and efficiently.
Financial Management
Review the accounts for guests whose balances have exceeded the pre-established credit limit and plan and suggest the course of action to the Front Office Manager.
Prepare and submit on the required format annual budgetary information and updates as required.
Assist the Front Office Manager in:
Budgeting for the Front Office.
Review and complete credit limit reports.
Check cash in and out and verify banks and deposits at the end of each shift.
Ensure that all cash, credit policies are adhered to.
Operational Management
Ensure that check-in & check-out procedures are strictly adhered to and that the correct address and charge out details are obtained from each guest.
To be readily available at all times to deal with problems or complaints.
Ensure that rooms have been maintained according to Novotel's standards.
Ensure maximum room occupancy within agreed overbooking policy.
Ensure that all Front Office areas are maintained as per the standards.
Ensure that newspapers and parcels are delivered in the rooms without delay.
Ensure that incoming and outgoing telephone calls are handled promptly and courteously.
To train all team members on the Standard Operating Procedures.
Monitor the trends within the industry and initiate best practices after the approval of the Management.
Act as Duty Manager as & when required.
Managerial Qualities
Leadership skills that utilize persuasion and motivation to attain organizational goals is the most desirable management quality, followed by honesty, integrity, ethical behaviour, tactfulness, openness, and cultural awareness;
Ability to accept responsibility;
Self confidence, motivation, drive and tenacity;
Ability to enhance organizational performance;
Ability to clearly delegate tasks and responsibilities;
Ability to think strategically, inductively, and creatively;
And the propensity to recognize and acknowledge other peoples' ideas.
Hygiene / Personal safety / Environment:
Ensures that the workplace and storage areas remain clean and tidy.
Respects the instructions and safety guidelines for the equipment (s)he uses.
Applies the hotel's security regulations (in case of fire etc).
Applies the ISO 14001 quality certification requirements that impact his/her role.
Respects the hotel's commitments to the 'Environment Charter' (saving energy, recycling, sorting waste etc).
Key Contacts
Liaises with:
Housekeeping Manager
Asst. Housekeeping Manager
Duty Manager
Front office Associates
Bell Team Leaders / Associates
Occupational Health & Safety
Employee Responsibility:
All employees to safeguard their health and safety, and the health and safety of others, in the workplace.
Replacement and Temporary Mission:
Be ready and responsible for any job, which may be assigned by the Management.
This job description is not intended to be an exhaustive list of all responsibilities, skills, effort or working conditions associated with the position. It is only indicative & intended to provide a description of the principal elements essential for the performance of the job. All job descriptions are subject to change.
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