- Assist and oversee the day-to-day operations of the Front Office team
- Supervise and monitor team members with true leadership ability that motivates the entire team.
- Take initiative to ensure all interactions with our guests are positive and productive.
- Ensure the smooth and productive running of the Hotel's operation in absence of the General Manager/Senior Managers with a high level of customer service provided at all times.
- Actively resolve complaints and challenges presented by guests/customers.
- Apply decisions to reach a win-win situation on behalf of the Hotel and the guest/customer.
- Apply knowledge and empowerment to resolve an issue that may result in adequate compensation to the guest/customer.
- Effective use of the Front Office system to meet operational needs and produce accurate reports.
- Entertain guests providing positive interaction should the occasion arise.
- Ensure public areas are clean and well presented with regular monitoring.
- Ensure there is management support and presence visible on Front Desk and in the lobby during key times throughout the day.
- Process and assist with check-in and check-out of guests when needed.
- Assist with preparation of rosters, ensuring that suitable and cost effective employee levels are maintained at all times. Rosters to be authorised by appropriate department head.
- Take responsibility for the health and safety of all visitors, guests and team members.
- Respond to and coordinate emergency situations.
- Adherence to Emergency Communication procedures ensuring that enquiries from the media are only responded to by the nominated spokesperson.