JOB PURPOSE

Directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas. Prepare monthly reports and budget for front office department.

ESSENTIAL/DESIRABLE EXPERIENCE/QUALIFICATIONS

a) Professional Qualification

• Grade 12 certificate
• bachelor’s degree and/ or professional qualifications in relevant field.

b) Work Experience

• Minimum of 4 years in a similar position
• Minimum of one year of hotel front desk supervisory experience, experience handling cash, accounting procedures and general administrative tasks.

c) Skill Specifications

• Candidate must have excellent analytical skills and must fully comprehend the travel industry distribution landscape. i.e third party channels, GDS, Central reservation systems, and property management systems.
• Strong verbal and interpersonal skills.
• Candidate must be able to effectively communicate ideas in verbal and written presentations.
• Ability to lead initiatives and show skills in follow up, multi-tasking, leadership, and accountability for team actions.

d) Duties and Responsibilities

• 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 of each front office employee.
• Maintains working relationships and communicates with all departments.
• Maintains and monitors 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.
• Works within the allocated budget for the front office.
• Receives information from the previous shift leader and passes on pertinent details to the oncoming shift leader.
• Checks cashiers in and out and verifies banks and deposits at the end of each shift. And enforces all cash handling, check-cashing, and credit policies.
• Conducts regularly scheduled meetings of front office personnel.
• Always wears the proper uniform. Requires all front office employees to always wear proper uniforms
• 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.i.e flash report, allowance etc.
• Monitors on a daily basis high balance guest and take appropriate action in compliance with the credit policy.
• 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 that employees are, at all times attentively ,friendly, helpful and courteous to all guests managers and other employees.
• Monitor all V.I.P’s special guests and requests and ensure a review of the front office log book and guest feedback forms on a daily basis.
• Maintain an organized and comprehensive filling system with documentation of purchases, vouchering, schedules, forecasts and reports and tracking logs.
• Perform other duties as requested by management.