Rooms Division/Front Office at Mantis Akagera Game Lodge: (Deadline 23 May 2024)

1. Department

ROOMS DIVISION | FRONT OFFICE

2. Reports to

Front Office Manager

3. Responsible for

Receptionist Guest Relations Officer Night Auditor Porters

Job purpose

The Front Office Supervisor is responsible for the supervision of all Front Desk Operations on a daily basis in accordance to the companies Policies & Procedures and Standards as laid down, in order to achieve the highest occupancy percentage at the best possible room rates and ensuring a high standard of personal services to all guests, enhancing Akagera Game Lodge’s reputation as superior.

TASKS, DUTIES & RESPONSIBILITIES

Understanding the companies Policies, Procedures, Operational and Financial Principles and the components involved in the day to day running and supervision of reception.

• Ensures that guest accounts are maintained and transactions processed during their stay.
• Performs and check cashier functions according to companies Policies & Procedures.
• Processes and check daily banking’s according to company Policies & Procedures.
• Checks that correct data is obtained from guests and updated on the Property Management System.
• Float checks is done after each shift and signed off by shift supervisor and Front Office Management.
• Ensures and check that on each shift a pit check report is completed and signed off by receptionist, shift supervisor and Front Office Management.
• Ensures and check that on each shift a rate check report is completed and signed off by receptionist, shift supervisor and Front Office Management.
• Ensures and check that on a daily basis a shift check-list is completed and necessary reports attached then signed off by shift supervisor and Front Office Management.
• Variances or queries is recorded, actioned and handed over to Front Office Management at all time.
• Ensures that Front Office, Audit and company Policies & Procedures are adhered to.
• Understands and apply these Procedures to daily supervision of reception.
• Drives revenues and promote the properties services and facilities to maximise revenues.
• Controls reception cost in accordance to the budget’s set out.
• Performs monthly stock takes of Front Office stationary and other related items.
• Be familiar with the monthly department budgets and targets set to achieve.
• Carries out and supervise shift handovers, meetings and guest feedback sessions with reception staff.
• Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
• Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality/privacy
• Maintain communication channels between hotel guests and all Hotel departments both verbally and in writing as required.
• Attend to other duties as requested by Management.
• Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Total Customer Satisfaction.
• Fully familiarized with all the Hotel & Company Policies & Procedures, as well as all the Accor programmes offered such as Loyalty programmes, audit and service measurement programmes.
• Ensure that all requested reports associated with the department are accurate and produced on time.
• Assists in identifying training requirement of the functions as managed and assists with implementation of regular training programmes.
• Assists with keeping records and filing systems within the Front Office department.
• Manage all Pay Masters and City Ledger accounts according to the companies Policies & Procedures.
• Share responsibility for the effective operation of all Hotel systems pertaining to the operation of the Front Office.
• Cover all shift as and when required.
• Shares accountability for the maintenance of all standards in the department at all times.
• Supports the implementation and adherence of all applicable guest satisfaction mechanisms focusing on ongoing service and product improvement resulting in guest loyalty.
• Serves on hotel committees as determined by the Front Office Manager and / or General Manager.
• Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
• Manages department controllable expenses to achieve or exceed budgeted goals.

GUEST SATISFACTION

To supervise and control the daily running of the reception desk with the intention of ensuring that the highest standard of performance and service is achieved. Guests are welcomed, registered and assisted in a professional, efficient and courteous manner.

• Liaises with all guests, ascertaining their requirements and co-coordinating these needs to the standards laid down by the companies Policies & Procedures.
• Greets guests in a warm and friendly manner.
• Answers calls in a professional manner and within 3 rings.
• Follow-ups are done to ensure the guest’s request, query or needs has been actioned and guest is satisfied.
• To have thorough knowledge of all facilities and services offered by the lodge, to enable receptionist to sell and promote the property to in-house and prospective guest’s.
• Guest complaints are handled effectively and handed over to Front Office Manager and General Manager.
• Assists in-house guest’s and prospective guest’s with any Reservations and any other facilities offered.

RESPONSIBLE BUSINESS

• Shows involvement and is interested in environmental and or social & ethical issues by participating in responsible business activities.
• Promotes the Responsible Business programme to guests at all times using the Accor “Planet 21” principles.
• Is actively involved in finding ways of reducing waste, plastic and minimizing energy usage

HEALTH AND SAFETY

• Be familiar with the companies Health & Safety Policies & Procedure and any other related laws.
• Adheres to all Health & Safety regulations, Policies & Procedures and ensure that all staff adheres to these regulation, policies & procedures.
• Ensure a strong Health & Safety culture, directing and overseeing workplace safety programs to regulation compliance, employee awareness and an accident-free workplace guided by the Rwandan Labor Law and the companies Policies & Procedures.
• Ensures that all potential and real hazards are reported and reduced immediately.
• Fully understands the hotel’s fire and emergency Policies & Procedures.
• Ensures that emergency procedures are practiced and enforced to provide for the security and safety of guests and employees.
• Stimulates and encourages a general awareness of health and safety.
• Anticipates possible and probable hazards and conditions and either corrects them or takes action to prevent them from happening.

• Ensures that the highest standards of personal hygiene, dress, appropriate uniform, appearance, and conduct is maintained by all employees in the department.
• Act as employee representative on the Health & Safety committee.

HUMAN RESOURCES

Maintain the highest standard of appearance and social skills in according to the companies Human Resources Policies & Procedures.

• Be familiar with the staff handbook, house rules, Code of Conduct, Health and Safety Policies & Procedures pertaining to your area of responsibilities.
• Be familiar with the company’s Disciplinary codes.
• Well-groomed at all times and dresses in accordance to the Company uniform and name badge issued to you and your subordinates.
• Attends training as and when required.
• Conducts relevant training sessions of standards, and the companies Policies & Procedures to your areas of responsibilities.
• Attends all relevant departmental meeting or other relevant scheduled meeting.
• Conducts and manage induction and training of new staff members and students.

• To perform other reasonable duties as directed by your immediate Manager.
• To be available to work overtime at the request of Management.

• Bachelor Degree in Hospitality with proven experience in front office activities
• Minimum 3 years’ experience in front office supervision
• High level of computer literacy with the emphasis on Office applications and a Property Management system (Opera) applicable to the outcomes required.
• Excellent communication skills enabling verbal and written communications on all levels.
• Fluent in English.
• The ability to plan, organise, lead and control in the work environment to achieve the business objectives
• The ability to identify and resolve a problem by applying problem solving techniques in the best interest of all stakeholders
• The ability to interact with people at all levels.
• Internally and externally well-groomed and a sense of diplomacy
• Leadership skills
• Team management skills