Responsibilities• Guest complaints ensuring both the guest & Hotel arrive at a mutually agreeable arrangement • Conduct front office meetings • Oversee the outsourced housekeeping function.• Management of staff, adherence to hotel policies with respect to grooming, performance and conduct standards, book keeping, customer service, occupational health and safety, emergency procedures and all other Hotel policies and procedures• Conduct monthly OH&S meetings • Rosters for Front Desk and Café staffing reflective of occupancy • Identify and action the effective ongoing training for all front office staff• Daily verification of guest ledger• Check nightly banking reports for errors or inconsistencies.• Oversee reservation manager and front line staff ensuring efficiency and accuracy for all reservations • Implementation and training of fire and evacuation procedures and policies• Interviewing, hiring and training new employees• Sourcing, reviewing and arranging new and/or existing contracts with suppliers. • Maintaining IT operations with offsite IT support. • Group quotation, liaising, and controlling of payments received and allocations • Yeild management• Ongoing maintenance of Property Management System (Opera Golden release), including availability, rates, restrictions, live feeds between Opera/Siteminder and Opera/Then Accor Reservations system/Data on the WebAchievements• Acting Hotel Manager, for periods of annual leave. This included, overseeing daily operations, preparing and presenting end of month reports to owners.• Property Management System (PMS) Upgrade: Planning, data transfer, staff training, ongoing support andstructuring and implementing new procedures.• Policy and Procedure development. Development of Emergency Planning Procedures and OH & S systems

Responsibilities• Respond to guest requests and complaints• Ensure that effective communication is maintained at all times• Make notes for the General Manager and Department Heads• Handover communicated at the completion of each shift• Deputise in the absence of the Front Office Manager• Running of all areas, in particular the Front Office• Maintaining a safe and secure environment for guests and staff• Exceptional guest service, building rapport and being the point of contact for all queries