• Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.• Provides functional assistance and direction to all departments.• Cooperates, coordinates and communicates with other hotel departments as required.• Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel• Responds to guest needs and resolves related problems• Supervises and directs… Show more • Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.• Provides functional assistance and direction to all departments.• Cooperates, coordinates and communicates with other hotel departments as required.• Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel• Responds to guest needs and resolves related problems• Supervises and directs Reception and Concierge personnel.• Supports and assists Front Office personnel and all departments at peak periods. • Ensures VIPs receive special attention• Inspects front of house and back of house regularly for cleanliness.• Greeting, rooming, and sending off VIP guests.• Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.• Provides input for Front Office meetings.• Promotes inter-hotel sales and in-house facilities.• Checks billing instructions and monitors guest credit• Analyses the rate variance report to ensure rooms revenue control• Takes action with the Property Management Systems (PMS) in emergency situation.• Fully conversant with all hotel emergency procedures.• Prepares and administers detailed induction program for new staff• Ensures training needs analysis of Front Office staff is carried out and training programs are designed and implemented to meet needs• Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly• Initiate action to correct a hazardous situation and notify supervisors of potential dangers• Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines and ensure your direct reports do the same• Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures Show less