Serena Hotels
Hunza Serena Hotel is looking for a Front Office Manager in Kariamabad, Hunza Valley of Gilgit-Baltistan. The Application Deadline is 10 March 2024.
Job Summary:
Responsible for ensuring seamless and outstanding Front Office and Guest Relations Operations. The incumbent must have the ability to perform well under pressure, lead the team, be exceptionally good with interpersonal Skills, and exhibit a calm, professional environment at all times.
Responsibilities:
OPERATIONS:
• Ensures prompt, courteous, and accurate service to all guests, to maximize guest satisfaction.
• Directs the organization of work within the department including assignments, time schedules, and vacations.
• Responsible for optimizing the sale of room inventory to achieve organizational profitability.
• Prepares capital and operational budgets for the front office.
• Recommends changes in methods, equipment, or staff, to improve departmental productivity.
• Constantly monitors key performance indicators for the department and takes corrective action.
• Ensures adherence to company and hotel policies by all departmental employees
• Ensures safety and security of guest belongings (e.g. in the luggage room, in safe deposit lockers, etc.).
• Ensures room folios are correctly maintained and payment is received as per organizational standards.
• Responsible for adherence to all statutory requirements (e.g. C. Forms, A and D Registers, encashment certificates, etc.).
• Ensures guest privacy, security, and safety at all times in the hotel.
• Ensures all the records and documents are maintained as per organizational requirements.
COMMUNICATION AND DEPARTMENTAL COORDINATION:
• Attends behavioral and vocational training in own and related work areas to enhance skills and develop multi-functionality.
• Counsel subordinates on personal and work-related matters.
• Ensures department employees are fully trained through constant O.T.J and classroom training.
• Personally conducts key training.
• Ensures career development and succession planning for subordinates.
• Uses the specifically designed appraisal system to review the performance of direct subordinates and determine their development needs.
• Recommend hiring, promotion, and disciplinary action performance-related salary increments for all subordinates.
• Assist the Divisional Head in all aspects of the department and ensure service standards are followed.
• Provide managerial support for Reception and Guest services in the daily operational duties for these areas.
• Consistently offer professional, friendly, and engaging service.
• Ensure proper staffing and scheduling of all Front Office colleagues and accordance to productivity guidelines.
• Communicate through pre-shift logs, emails, and departmental meetings all pertinent information for the respective shift and areas
of operation.
• Train supervisors and fulfill training roles in the absence of a trainer.
• Assist guests regarding hotel facilities in an informative and helpful way.
• Follow department policies, procedures, and service standards.
• Follow all safety policies.
• Other duties as assigned.
SHARED VALUES:
• CONDUCT which is of the highest ethical standards – intellectual, financial, and moral.
• CONDUCT which builds and maintains Teamwork, with mutual trust as the basis of all working relationships.
• CONDUCT which puts the guest first, the company second and the self last.
• CONDUCT which exemplifies care for the guest through anticipation of their individual need, attention to detail, excellence and style, and respect for privacy along with warmth and concern.
• CONDUCT which demonstrates two-way communication accepting constructive debate and dissent whilst acting fearlessly with
conviction.
• CONDUCT which demonstrates that people are our key asset, through respect for every employee, and leading from the front regarding
performance achievement as well as individual development.
• CONDUCT which at all times safeguards the safety, security, health, and environment of guests, employees, and the assets of the
company.
• CONDUCT which eschews the short-term quick fix for the long-term establishment of a healthy precedent.