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About the Role

This role focuses on ensuring Front Office quality standards, policies, and procedures are met. It involves managing staff, guest satisfaction, and inter-departmental communication to provide an exceptional guest experience and encourage repeat business.

Responsibilities

• Ensure compliance with Front Office quality standards, policies, and procedures.
• Verify staff attendance and adherence to employee handbook guidelines for appearance and uniform standards.
• Review and address issues from the MOD report to ensure guest satisfaction.
• Coordinate with Housekeeping to ensure VIP arrival rooms are ready for inspection by 1pm.
• Communicate late checkouts to Housekeeping promptly.
• Review the Standard of the Day with shift staff.
• Run arrivals report to verify room coding (rate code, source code) and review profile notes for special requests or guest information.
• Encourage staff to promote TripAdvisor reviews.
• Ensure Front of House areas are clean and clutter-free.
• Verify staff are at their assigned posts and that bell carts are clean and operational.
• Compose daily recaps for all departments, detailing issues and follow-up areas.
• Anticipate guest needs and exceed expectations to ensure memorable stays and encourage repeat business.

Requirements

• Must ensure all Front Office quality standards are complied with.
• Must ensure policies and procedures are consistently applied.
• Must ensure all staff members are present for their shift.
• Must ensure staff are in compliance with employee handbook guidelines for appearance and uniform standards.
• Must review MOD report from prior shift and follow up with issues relating to the department and the guest.
• Must communicate with HSKP to have all VIP arrival rooms ready for inspection by 1pm.
• Must communicate any late checkouts to HSKP as soon as possible.
• Must review the Standard of the Day with shift staff.
• Must run arrivals report and verify all rooms are coded with correct rate code, source code.
• Must review profile notes informing of special requests, late arrivals or other pertinent guest information.
• Must encourage all staff to mention and promote TripAdvisor reviews to be completed.
• Must ensure all areas of the Front of House are clean and clutter free.
• Must ensure all staff are posted at their correct posts.
• Must ensure all bell carts are in clean and operational condition.
• Must compose daily recaps to all departments with any issues of the day and any areas requiring follow up.
• Must "Anticipate the guest's needs and exceed their expectations" hotel motto to ensure all guests have a great stay and return for years to come.

Skills

• Quality Standards Compliance
• Policy and Procedure Application
• Staff Management
• Guest Satisfaction
• Inter-departmental Communication
• Reporting and Follow-up
• Room Status Verification
• Guest Request Management
• Promotional Skills
• Cleanliness Standards
• Operational Readiness
• Daily Reporting
• Guest Anticipation
• Exceeding Expectations