Summary of Responsibilities:
Responsibilities and essential job functions include but are not limited to the following:
DUTIES & RESPONSIBILITIES:
• Behaves and acts in an exemplary fashion, embodying the brand mindset • Is responsible for the Pullman promise of proximity and sociability • Welcomes, provides updates and information for guests and visitors. • Recommends the hotel's range of services on offer. • Ensures the smooth and efficient operation of the hotel during the night shift. • Is responsible for the well being and the safety of all the guests and employees during the night. Key Duties: • Ensure through effective supervision that all services offered at the hotel is always available and carried out with the most efficiency and courtesy. • Meet and escort all arriving VIP’s ensuring that their needs are satisfied, theirs luggage is swiftly sent to their room, and that they are checked in a courteous and efficient manner with no delay. • Supervise the room rates to achieve the highest available rate in relation with walk-in business during the night. • Handle guest comments and complaints, in accordance with the hotel policy; take any necessary action and reporting all complaints to the management. • Supervision of night lobby services including car parking and portering, ensuring guest arrivals and departures are as efficient as possible. • Be aware of room availability and sensitively manage overbooking situations where late night turn-away is required. • Ensure the cleanliness/neatness of the hotel including back of house areas by monitoring night cleaning activities. • Fully aware of the action to be taken and ensure the safety of guests and staff in the event of an emergency such as fire, armed hold up or bomb threat in accordance with procedures laid down in emergency policies and procedures. • Research, recommend and liaise with the Front Office Manager regarding procedures to improve the overall efficiency of the department. • Report immediately to the Front Office Manager or OM any unusual occurrences or security issues, ensure correct documentation has been completed. • Ensure maintenance requests are completed and forwarded to the engineering supervisor. Call the Chief Engineer in emergencies. • Adherence to Emergency Communication procedures ensuring that enquiries from the media are only responded to by the nominated spokesperson. • Strive to implement the Accor Vision and demonstrate active use of Accor Values. • Any other reasonable request as required by Hotel Management Financial Responsibility: • Assist in the development of the Annual Business Plan and Financial Budget; use this as a guide to controlling expenditure during the financial year. • Facilitate the smooth running of the department through adequate and timely supply of materials and equipment. • Adhere to the department budget through use of the Purchase Order System and inventory controls. • Be pro-active in controlling costs being fully aware of forecasted business and targeted profitability whilst maintaining standards. Asset Responsibilities/Duties: • Ensure neat, clean and functionally operating outlets are presented at all times. • Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Accor Internet and Email policy • Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company. • Be fully conversant with the Hotel’s fire and emergency evacuation procedures. • Report any loss or damage to Hotel, guests or staff assets on the appropriate incident report form. • Ensure that the Department establishes and maintains an ongoing quality service improvement programme through use of the hotel guest questionnaires. • Achieve a level of service quality and professionalism that consistently meets and preferably exceeds the expectations of guests. • Attend to major operational problems and needs promptly including customer complaints, enquiries and requests. Practice positive problem solving in all aspects of customer service. • Answer all correspondence and enquiries received during the working week within 24 hours of receipt; maintain good public relations with customers. • Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency. • Keep the staff focused on ‘the Customer’s needs’, individualizing and personalizing service where possible, encourage staff to take initiative. • Encourage customer feedback regarding product and services in the Hotel. Listen to and take action on this feedback. • Gains the loyalty of the guest by being available and helpful. • Ensure that strategies and practices are in place to facilitate the efficient and effective staffing of department to achieve financial and service quality targets. • Create a team that works together with trust and takes responsibility to meet the goals of the department / hotel. • Implement Accor training initiatives with particular emphasis on coordinated and structured on job training aligned with service standards and service procedures. • Implement Accor policy on EEO and Harassment in the Workplace according to guidelines insuring employees are provided with a workplace free of discrimination, harassment and victimization. • Develop and implement with Supervisors, strategies to minimize staff turnover. • Appraise staff performance utilizing the Accor performance review system, ensure frontline performance reviews are conducted for probationary and annual reviews; correct performance issues and counsel as required. • Ensure staff presentation is consistent with hotel staff handbook; uniforms correctly presented; name badges worn. • Achieve effective communication by briefing and debriefing staff, holding regular departmental meetings and actively encouraging transparent communication with other departments within the hotel. • Recruit staff that are technically skilled or have potential to be through training, and have a natural inclination towards customer focused service. • Ensure all new staff are inducted into the team, department and hotel in the first week of their employment following guidelines. Qualifications: *Knowledge Fidelio, Opera CRS; Opera PM; Opera Sales & Catering; MS Outlook; Word; Excel; Power Point; Meeting Matrix *Minimum of one-year previous Front Office supervisory experience. *Highly organized, career and result oriented with the ability to be flexible with hours, days off, assignment and additional duties. *Must be able to work well under pressure in a fast paced and constantly changing environment. *Excellent written and verbal interpersonal and communication skills. *Must be strong team player with proven leadership, development and delegating skills. *Highest guest service skills, talent and knowledge with the vision and ability to lead employees to excellence. *Diploma in Hotel management an asset. *Previous International experience essential. *Second or third language an asset. *Arabic Language preferred.