Conducts regular communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary.
Checks through for any outstanding matter and assumes full responsibility for uncompleted tasks.
All guest incidents must be recorded and updated in Guest History database.
Answers all written enquiries received through correspondence or email within 24 hours.
Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily
Ensures that all Front Office employees deliver the brand promise and provide exceptional guest service at all times.
Ensures that all Front Office employees are familiar with the hotel's products and services.
Establishes a rapport with guests and maintains good customer relationship.
Familiar with all Emergency Procedure.
Carries out any other reasonable duties and responsibilities as assigned.
Ideal candidate profile
Holds a diploma/degree in Hospitality or Tourism Management.
Well developed Communication and Customer Relations Skills.
Well developed Computer Skills particularly in the use of MS Office, email, Opera, SPRIT and basic systems interface.
Good trainer, able to facilitate at all levels.
Comprehensive knowledge of business needs, financial reporting and productivity requirements.
Minimum 2 years work experience as Front Office Assistant Manager in an International hotel.
Essential knowledge of Travel and Hotel industry.