Comprehensive knowledge of the Hotel and Residences, including all departments, services and outlets
Handle guest complaints effectively
Manage the CID team, ensuring that the CID Report is completed correctly on a daily basis
Relieve the Night Manager and Assistant Night Manager during vacations
Conduct trainings on quality awareness for all colleagues
Maintain privacy of all guests
Conduct spot checks on profile quality in Opera and ensure colleagues are adhering to the established profile entry standards
Prepare the weekly roster as well as the monthly attendance sheets for the Front Office colleagues
Control lieu days and public holidays accumulation
Attend daily shift briefings and monthly communication meetings
Ensure probationary and yearly appraisals are conducted
Arrange and conduct bi-weekly feedback sessions
Control the overbooking situation of the day and handle the booking out of guests as needed
Assist the team leaders when necessary
Meet, welcomes and bids farewell to VIP and regular guests
Assist with escorting of VIP and regular guests
Full awareness of VIP arrivals and departures of the day
Ensure that VIP in-house guests are contacted at least once during their stay
Inspect the rooms of all VIP guests prior to their arrival at the hotel
Cover shifts on Lobby Duty in accordance with duty roster, these duties will include the welcoming and rooming of arriving VIP and suite guests
Demonstrate full awareness of the departmental budget and work towards achieving it by minimizing expenses and maximizing revenues
Sign rebates and paid-outs for cashiers, confirming that sufficient back-up and justification has been provided
Perform any additional duties as requested by Senior Management
Be fully trained as First Aider for emergency situations
Full awareness about Fire, Health & Safety of Palazzo Versace
Provide support to all operational areas such as Housekeeping, Food & Beverage, Conference & Banquetingetc. as required in order to ensure smooth operation throughout the hotel
Has a comprehensive knowledge of the Hotel including the geographical layout, operating hours of outlets / services and standard operating procedures
Check the room allocation for the next day arrivals
Ensure the lobby desks are free of clutter and are well stocked
Must adhere to the Palazzo Versace established policies and procedures
Conduct spot checks on input standards in Opera on regular basis
CANDIDATE PROFILE
Bachelor or Master Degree from hotel school
Leadership experience of minimum three years in Front Office Department in a 5 star hotel with a minimum of 200 rooms
Health & Safety certification
Task Trainer
Group Trainer
Strong team leading & Guest Relation Management skills
