Front Office Service Manager

3 weeks ago

Nairobi, Nairobi Area, Kenya Radisson Hotel Group Full time

ABOUT THE COMPANY

Radisson Hotel Group is a leading hospitality company serving as a true host and best partner to guests, owners, business partners and talent. Our seven unique hotel brands offer award-winning and exceptional hotel experiences, originating from our strong Scandinavian heritage of design and innovation. Our brands embody our modern vision of hospitality, including authentic local tastes, stylish living design, unique locations and vibrant social scenes.

JOB SUMMARY

SkillsPOS SystemsTraining ExperienceStaff SchedulingFluent in EnglishMicrosoft Office

RESPONSIBILITIES

COORDINATE FRONT OFFICE'S SHIFT ACTIVITIES TO PROVIDE THE HIGHEST STANDARD OF SERVICEAchieves customer satisfaction and rooms revenue goals by supervising Front Office employeesIs proficient in all Front Office proceduresUtilizes supervisory skills and motivation to maximize employee productivity and satisfactionRecommends to Rooms Division Manager how to improve guest service and efficiency in Front Office operationsSupervises and participates in the prompt and courteous check-in, check-out and servicing of guestsRecords in the log book any incidents occurred in the hotel and follows-up with the department concernedCommunicates open and closed dates, availability and condition of rooms to appropriate individualsKnows current rooms availability, and is familiar with future availabilityKeeps effective key controlEnsures that guest mail and messages are delivered promptlyControls room rates, and brings rate changes in the attention of the Front Office ManagerOversees the proper handling of advance depositsRuns a credit check report, and analyses it for possible doubtful accountsChecks that discounts, billing instructions, and credit policies are followed, and takes action when neededAuthorizes paid-outs and discountsMakes sure Front Office employees utilize yield management to maximize room revenueChecks the daily arrival list, and makes necessary preparations if hotel is sold outInforms the Rooms Division Manager on VIP guests and returning guests, and follows-up on VIP lists and room blockingsOrders VIP gifts for the following day's arrivalsIn the absence of Department Heads, takes disciplinary action when required. Follows-up with the applicable Department HeadInvestigate all walk-outs, and complete relevant formsDeals with all incoming telefaxes and telexes after office hoursCompletes all forms in cases of accident or theft in the hotel during the shiftBrings needs for repair to the attention of the Rooms Division ManagerLives the Yes I Can valuesEnsure the 100% Guest SatisfactionManages the Club Carlson enrollmentsLIASION BETWEEN GUESTS AND MANAGEMENTHandles promptly and courteously problems regarding customer room accommodations and rates, and notifies appropriate Department Head when neededHandles promptly and courteously all guest comments, complaints, requests or enquires; takes necessary action, and thorough follow-upGreets and escorts returning guests and VIP's to guest rooms upon check-inHandles personally walk-outs in fully booked situationsIs present at the Service Manager's desk when possibleHelps to show meeting facilities, guest rooms and other public space to potential guestsFLUENT IN FRONT OFFICE TECHNOLOGYIs fully conversant with the hotel reservation systemIs able to operate and maintain switchboard, telefax, key equipment, credit card machines and printers, hotel alarm systems, and other Front Office equipment, and is able to make basic updates and changes when neededIs able to operate and maintain any system back-up to the above equipment as required

REQUIRED SKILLS

Office reception, Office administration, management, Reporting, Customer service

REQUIRED EDUCATION

Diploma, Associate's degree

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