Prime Function:

Behaves and acts (as a manager) in an exemplary fashion, embodying the brand mindset and representing hotel management
Is in charge of the organization and quality of Reception, Room Service and Floor services offered to guests
Is responsible for good financial and qualitative results for the department
Helps define and implement hotel strategy
Helps employees improve their skills and provides support for career development Manages the team
Prime Responsibilities

Customer Relations

Develops close relationships with guests throughout their stay with the aim of gaining their loyalty is often present in the lobby and at reception in order to meet guests on a daily basis
Ensures that guests receive a warm and personal welcome
Organises the receptionists and welcomers for optimal effectiveness
Knows the behaviour patterns of regular guests and issues instructions to the different teams within the department
Handles guest complaints if they have not been dealt with by team members

Professional Techniques/Production

Guarantees the high standard of rooms services
Is in constant contact with the other departments and ensures that information circulates smoothly between them
Is responsible for consistency and coherence between different teams
Ensures that all brand reference guidelines are correctly applied at all times
Promotes the use of teams of receptionists and welcomers, ensures people are well suited to their jobs and that their roles are properly understood both by themselves and other hotel personnel
Promotes within the department the use of automated check in and check out kiosks by guests
Ensures that guests are followed up and offered appropriate services of a high standard
Supervises the whole department's organization and operations
Presents the Hotel Manager with a daily report on activities and events
Initiates new projects, coordinating implementation and follow-up
Team management and cross-departmental responsibilities

Modifies working methods to comply with brand philosophy
Develops trust, openness and team spirit within the department
Involves and motivates his/her teams
Ensures headcount matches the level of activity
Recruits the Heads of Department under his/her responsibility
Takes part in or validates the recruitment of all team members
Carries out annual performance appraisals on the people directly under his/her responsibility, sets targets and provides support for career development
Validates the annual performance appraisals carried out by the Heads of Department (reception and floor departments)
Supervises and coordinates the departments: ensures they are well organised and run smoothly
Respects and ensures respect of labour regulations
Management and Administration

Draws up the annual budget for the department and follows up implementation
Implements the rooms pricing policy in an effort to optimise REVPAR
Motivates and drives the team to attain the department's quantative targets
Manages headcount to ensure it matches the level of activity in line with the predefined budget
Carries out occasional checks on cash operations, activity reports etc
Checks and analyses the dashboard charts prepared by the Heads of Departmen
Takes part in "Debtor" meetings and runs thorough checks on files in litigation
Analyses financial results and takes corrective measures as necessary throughout the year
Decides on the department's investments in conjunction with the Hotel Manager

Hygiene / Personal safety / Environment

Ensures the application of hygiene, safety and environment regulations
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