To supervise operations in assigned sections to consistently and profitably deliver a high quality guest experience in accordance with established standards

Main Duties & Responsibilities

 Ensures implementation of SOP and all policies & procedures related to the department.

 Ensures all guest requests and complaints are handled appropriately adhering to the hotel’s general guidelines for service recovery.

 Ensures all opening and closing duties are implemented in accordance with established standards.

 Reviews weekly forecasts and schedules Team Members accordingly.

 Assists hands-on in the operation during peak periods as required.

 Functions as Duty Manager.

 Meets, greets and escorts guests to the room in accordance with the hotel’s standards and as assigned.

 Inspects back-of-the-house (evening shift), the lobby and other guest areas and informs department concerned of findings.

 Coordinates with the Security Department the investigation of irregularities and undesirable guests.

 Prepares reports on accidents to guests, employees and non-hotel guests, as well as reports of loss and/or damage to persons and properties inside the premises.

 Ensures a strict room key control system is implemented at the Front Desk.

 Ensures airport arrivals and arrangements upon departure are properly executed.

 Approves rebates within the amount parameters as specified by the hotel’s policies & procedures.

 Ensures that all rooms are presentable for room inspection and check-in and conducts random room checks.

 Ensures the correct implementation of all cash-handling procedures.

 Ensures all check-in/out procedures are implemented in accordance with established standards.

 Conducts daily shift briefings.

 Maintains logbook.

Career Competencies

 Goal Setting

o Sets challenging but achievable goals for self

 Communication

o Communicates effectively with colleagues

o Can express a convincing argument to support views

 Service Mindset

o Always puts the needs of the guest first

o Resolves guests' concerns, seeking assistance where needed

 Teamwork and Collaboration

o Works well with others - asks for help and offers support when needed

 Process and Project Management

o Follows standard procedures and performs job efficiently

o Handles unexpected changes well

 Problem Solving

o Can solve routine problems with little or no supervision

 Management and Leadership

o Where appropriate, supervises the work of others well

o Takes full responsibility for final decisions

 Mentoring and Coaching

o Actively coaches others

 Change and Innovation

o Is calm and focused during times of change or uncertainty

o Comes up with ideas for improvement

 Professional Development

o Always looks for opportunities to improve skills

 Values

o Consistently acts in line with our core values