Job Description
SUMMARY:
Responsible for the management and organization of all areas of the Front Office, including the Front Desk, Bell Stand and Concierge. Continually strives to improve guest and associate engagement while maximizing financial performance and continuous development of staff associates.
KEY RESPONSIBILITIES:
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needing.
QUALIFICATION AND EXPERIENCE:
• University degree in Hotel Management with a post graduate Diploma in customer care preferred.
• Computer knowledge a must.
• Considerable knowledge of computer systems for registration, reservations and backup systems.
• Above average mathematical comprehension to understand and interpret numbers as thy apply to operations in hotels.
• Ability to read, write, speak and understand the English and Swahili language to communicate with guests and team members.
• Thorough organization and supervisory skills proficient in accomplishing tasks.
• Ability to develop subordinates to enhance advancement in the Hotel.
• Ability to analyze complex statistical data and make judgements accordingly.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts