Company Description

Contemporary, relaxed and imaginative. Be it a leisurely family break or romantic escape, AVANI Hotels & Resorts provides the right space for guests who value the details that matter.

Job Description

Planning and Organising:

 

Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.Participate in preparation of the hotel's strategic and marketing plans.  Prepare the Front Office team budget.Plan and implement training plans for all Front Office employees.  Conduct regular associate training and monitor its success.  This will involve training in both IT systems and guest-service procedures.Maintain full knowledge of the Property Management and Call Centre computer systems.

Operations

Supervise the functioning of all departmental employees, facilities, sales and costs, to ensure maximum departmental profit is achieved.Provide high level of customer service and maintain a high profile in the day-to-day front office operations.Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests and upgradePrepare monthly and daily revenue report and circulate to all HOD's.Prepare Room revenue and occupancy forecast and act on rate strategies.Ensures that the workplace remains clean and tidyEnsure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.Makes sure that the hotel's pricing policy and sales pitches are duly applied to optimize REVPARHave a good knowledge of all systems and standard operating procedures of front office.Take personal responsibility for maximizing quality levels of product and service, and guest satisfaction.Remain accountable for all elements of the department operations.Ensure that all Standard Operating Procedures are being adhered to, by training all staff and monitoring their performance.  Continue to capture best current practice in new LSOPs relating to front office operation.Drive the implementation of all sales and promotional programmes of the hotel.  Take personal responsibility for driving Upselling within the property.Monitor daily arrivals and action as appropriate for any VIP or special request.  Liaise with housekeeping, room service and guest relations where necessary to complete the action.Develop and maintain a motivational working environment within the department.Develop High quality relationships with guests throughout their stay.Provide coaching and counselling, support and guidance to the associates as required.Ensure associates are up to date with current information and data of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets & promotion, spa and health club, and other services and facilities.Conduct regular room and floor inspections to ensure quality standards, complete necessary Engineering Job Order or housekeeping cleaning requests and monitor the results.Handle any guests’ complaints in a courteous and professional mannerEnsure that personalised service is provided to every guestPrepare Room revenue and occupancy forecast and take action on rate strategies.Ensures that all front desk employees are well presented (uniforms, personal hygiene etc.), and punctual.

Administration

Establish and maintain effective employee relations.Liaise with HR in all employee matters including interviewing and hiring, employee orientation, performance appraisals, coaching, counselling, and dismissal if necessary to ensure appropriate staffing and productivity.Control payroll and business expenses of the department.Liaise with the Accounting Department for accounting and auditing related front office procedures, reports and operational problems and payments of commission.Assist the Accounting Department in collecting outstanding, especially bills from tour leaders, local representative of operator and local agencies.Provide assistance to local representatives of tour operators and travel agencies. Conduct 15 Minutes Minor Bytes to ensure team members understand business stand and brand knowledgeComplete 2 credits a month and ensure compliance on all mandatory and non-mandatory courses.

 

QualificationsDiploma in Hospitality Management or related fieldFluent in English3-5 Years’ Experience in a Hotel Front Office EnvironmentA strong Grasp of Operational Systems (Micros POS , Opera PMS and MC)Computer literacy Ms Excel, Word and PowerPointHotel Product Knowledge Proficient in all front Office ProceduresStrong supervisory and managerial skills with a hands-on approach and lead-by-example work styleCommitment to delivering exceptional guest service with a passion for the hospitality industryAbility to find creative solutions with proven problem-solving capabilities offering support where required ability to work in an environment that demands excellence, time and energyStrong communication skills