Job Description
YOUR DAY TO DAY
- Assists in coordinating the preparation of the departmental annual budget.
- Identifying, monitoring and controlling departmental costs on an ongoing basis to ensure performance against budget and monthly forecast.
- Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory management.
- Make sure all CSA policies are in compliance and preparing a monthly report for the DOR.
- Assists in planning for future staffing needs and recruiting in line with company guidelines.
- Prepares and administers detailed on boarding program for new staff.
- Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation .
- Provides input for probation and formal performance appraisal discussions in line with company guidelines.
- Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance.
- Ensure training needs analysis of Front Office staff carried out and training programmes are designed and implemented to increase staff efficiency.
- Promote and implement a cross training and multi tasking work culture.
- Build and maintain positive relationships with all internal customers and guests in order to exceed their needs.
- Create a positive hotel image in every interaction with internal and external customers.
- Adhere to hotel brand standards and ensure the team are delivering up-to-date service standards
- Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests.
- Consistently review the hotel performance and ensure the team are delivering recognition to our loyal guests within the IHG Rewards Club and InterContinental Ambassador membership.
- Conduct routine service audits to identify shortfalls and address them.
- Initiating and maintaining a analytical approach to evaluate glitches and implementing corrective actions to reduce re-occurrence.
- Reports directly to and communicates with the Director of Rooms on all pertinent matters affecting guest service and hotel operations.
- Maintain inter-departmental relationships to ensure seamless customer service.
- Assume overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair and well maintained.
- Compile statistics for front office and provide reports relating to that area
- Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees.
- Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information.
- Communicate to the DOR/GM of his/her delegate all information likely to be of interest to them such as the expected arrival and departure of VIPs and all other pertinent information.
YOUR DAY TO DAY
- Assists in coordinating the preparation of the departmental annual budget.
- Identifying, monitoring and controlling departmental costs on an ongoing basis to ensure performance against budget and monthly forecast.
- Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory management.
- Make sure all CSA policies are in compliance and preparing a monthly report for the DOR.
- Assists in planning for future staffing needs and recruiting in line with company guidelines.
- Prepares and administers detailed on boarding program for new staff.
- Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation .
- Provides input for probation and formal performance appraisal discussions in line with company guidelines.
- Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance.
- Ensure training needs analysis of Front Office staff carried out and training programmes are designed and implemented to increase staff efficiency.
- Promote and implement a cross training and multi tasking work culture.
- Build and maintain positive relationships with all internal customers and guests in order to exceed their needs.
- Create a positive hotel image in every interaction with internal and external customers.
- Adhere to hotel brand standards and ensure the team are delivering up-to-date service standards
- Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests.
- Consistently review the hotel performance and ensure the team are delivering recognition to our loyal guests within the IHG Rewards Club and InterContinental Ambassador membership.
- Conduct routine service audits to identify shortfalls and address them.
- Initiating and maintaining a analytical approach to evaluate glitches and implementing corrective actions to reduce re-occurrence.
- Reports directly to and communicates with the Director of Rooms on all pertinent matters affecting guest service and hotel operations.
- Maintain inter-departmental relationships to ensure seamless customer service.
- Assume overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair and well maintained.
- Compile statistics for front office and provide reports relating to that area
- Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees.
- Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information.
- Communicate to the DOR/GM of his/her delegate all information likely to be of interest to them such as the expected arrival and departure of VIPs and all other pertinent information.