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.

Skills

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.