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الوصف الوظيفي
1. PROFESSIONAL TASKS, DUTIES AND RESPONSIBILITIES
3.1. MANAGE AND COORDINATE FRONT OFFICE OPERATIONS TO PROVIDE THE HIGHEST STANDARD OF SERVICE
· Achieves guest satisfaction and room revenue goals by supervising the Front Office operation.
- Is available to register, process, and greet customers promptly.
- Check the daily arrival list.
- Welcomes customers to the hotel.
- Responds to customer requests for information about the hotel and its surroundings.
- Arranges for special services requested by the customer.
- Stay current with developments in the hotel by reviewing the communication log.
- book each shift and update the logbook for the next shift.
- Arranges fulfilments of customer services by working with Spa Therapists, Housekeeping, and Fitness Instructor.
- Follows up and verifies reservations.
- Handles incoming guest massage reservations.
- Is aware, always, of current therapist availability.
- Is fully aware of Symphony Style concepts.
- Is fully aware of and knows how to handle all current and future hotel promotions.
- Utilizes yield management to maximize gym and spa revenue.
- Increases gym and spa revenue by promoting our spa services and ongoing gym promotions.
- Knows the names of key people within Symphony Style Hotel.
- Minimizes loss of revenue by adhering to all established credit procedures.
- Ensures all guests establish credit upon check-in.
- Improves timeliness of cash flow by adhering to established credit and inventory control procedures.
- Receives proper approval codes for cash and credit card-paying customers.
- Identifies and records special billing instructions and notifies accounting and Service Manager.
- Completes shift closing accurately by getting appropriate approval signatures and authorization codes.
- Adheres to hotel policies regarding the use of cash banks.
- Communicates effectively with guests, colleagues, and managers.
- Demonstrates teamwork by cooperating and assisting colleagues as needed.
- Handles difficult situations effectively.
- Communicate open and closed dates, availability, and condition of rooms to the Manager.
- Keeps effective essential control.
- Ensures that guest mail and messages are delivered promptly.
- Demonstrates a working knowledge of all services and facilities of the hotel, and effectively assists the hotel’s guests.
- Issues safety deposit boxes to guests upon request.
- Uses the ABC approach to respond to negative comments and complaints; and notifies the Manager immediately for appropriate follow-up.
المهارات
PROFILE SPECIFICATIONS
Criteria- Description and Education/ Qualification
· Diploma or Hotel Management School
Experience
· Hotel experience in Front Office, preferably in a 5-star environment
· Hotel Opening experience an advantage.
Personal Skills, Qualities and
Competencies required to carry out the role effectively.
1. Technical- and Language Skills
- Strong technical skills in Microsoft Office and PMS (Opera)
- Can operate switchboard, telefax, key equipment, credit card machines and printers, hotel alarm systems, and other Front Office equipment.
- Language skills: excellent command of English; oral and written.
- Second Language is required as Arabic, Italian, or French.
2. Self-Management
- Plans, organizes, and uses a systematic approach to get things done.
- Maintains composure under pressure.
- Manages time and resources effectively.
- Actively seeks opportunities to develop and learn from experience.
3. Personality Traits
- Polite, helpful, and caring.
- Efficient, organized, and pro-active.
- Responsible and solution oriented.
- Flexible and hands-on.
4. Teamwork at Symphony Style Hotel
- If you’re not having fun, don’t come to work!
- R-e-s-p-e-c-t.
- Treat people like THEY would like to be treated!
- Make caring a habit.
- Don’t Criticize…. Empathize.
- Don’t complain… explain.
- Inspect what you expect!
Focus on the result.
- Don’t follow… Lead!
- It’s EVERYBODY’S job!
5. Problem Solving and Decision Making
- Collects and analyses relevant information about a problem.
- Seeks innovative solutions.
- Makes a conscious decision to go for action.
- Accepts personal responsibility to make things happen.
7. Flexibility
- Adapts quickly and positively to new situations.
- Continues to be productive in changing circumstances.
- Can handle more than one task/ situation at a time.
- Is receptive to new ideas and responds to workplace changes in a flexible and optimistic manner.
8. Cultural Awareness
- Understands and considers the business’s global nature; works effectively with colleagues from different viewpoints, cultures, and countries.
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