Front Office Shift Leader

Location
Seef, Bahrain
Posted
13 Feb 2017
Closes
13 Mar 2017
Sector
Hotel
Job Level
Non-Management

Duties and Responsibilities

  •  Assist in the coordination of tasks and operations of the Front Office.
  • Project courtesy, hospitality and professional behaviour across your department at all times with guests and fellow colleagues, and ensure Line Employees exercise the same levels of professionalism and courtesy.
  • Review hotel arrivals, departures and in-house reports to manage guest requests, VIP arrivals, group bookings and other reservations requiring special attention.
  • Ensure all Hotel guests are greeted, registered, assisted and checked out efficiently.
  • Ensure guestroom and master keys are properly managed at all levels.
  • Handle VIP guests as required.
  • Handle group bookings as required.
  • Assist guests with SBEC membership details, queries and enrolment as required.
  • Be the first line of defence to handle guest queries and resolve issues in a timely and professional manner.
  • Monitor guest feedback and make recommendations for improvements or new products or services to meet guest needs.
  • Ensure all department level billing, cashiering and cash float procedures are strictly adhered to.
  • Be available to address issues with regard to charge disputes and discrepancies when required.

PABX Shift Duties:

  • Review hotel arrivals, departures and in-house reports to ensure all Telephone Operators are aware of VIP guests, group bookings, privacy messages, aliases and other reservations requiring special attention.
  • Update the emergency contact list during the shift to ensure all Manager on Duty extensions are accurate and in working order.
  • Ensure all phone calls are efficiently and properly transferred to their appropriate destinations according to established standards and procedures.
  • Ensure all guest requests are properly logged and communicated according to established standards and procedures.
  • Ensure all wake-up call requests are logged and carried out according to established standards and procedures.
  • Ensure all systems are in place for handling emergency situations. T
  • Troubleshoot telephone problems where appropriate.
  • Ensure all Business Centre activity is accurately managed.
  • Communicate potential issues with regard to Employee misconduct and potential disciplinary action to your Manager.
  • In the absence of your Manager, coordinate department briefings and provide ongoing communication to Line Employees regarding new policies, programmes and procedures.
  • Maintain a complete understanding of the Employee Handbook and adhere to regulations contained therein.
  • Maintain a complete understanding of the Hotel’s policy relating to fire, safety and health, and ensure all precautions are taken to safeguard against incidents for areas under your supervision.
  • Perform other assignments to meet business needs as directed by your superiors.

Required Skills

·          Self-motivated.

·          Innovative thinking.

·          Strong interpersonal and communication skills.

·          Good leadership, coaching and counselling skills.

·          Good analytical skills and strategic thinking.

·          Able to multi-task and prioritise tasks consistent with business objectives.

·          Knowledge of accounting principles and revenue management.

·          High attention to detail.

·          Computer literate with knowledge of Word, Excel, PPT, PMS, industry related software desired.

·          Fluent with the English Language and knowledge of a third language is a plus

EXPERIENCE, TRAINING AND EDUCATION

Graduate of a Hotel Management degree or equivalent.

Minimum of 2-year experience in the same position or strong track record as a Front Desk Receptionist in a 4*5* hotel for about three years.