KEY RESPONSIBILITIES

·         Conduct shift briefings to ensure hotel activities and operational requirements are known

·         Have a fully working knowledge of the priority club programme and its benefits-taking every opportunity to enroll new members.

·         Whenever possible to anticipate guest’s needs, to be aware of all written and spoken request, to carry out these requests in a courteous and helpful manner.

·         Ensure all message received for guests are passed on accurately and as quickly as possible

·         Assist the Front Office Manager/AFOM in the development of the reception team and actively coach on hospitality skills, department procedures etc.

·         Carry out on the job training in conjunction with and the direction of the Front Office Manager

·         Ensure that handover procedures are followed in the transferring of all relevant information on a daily basis

·         Report to the Front Office Manager on a daily basis.

·         Actively develop positive and effective communication between reception team and Housekeeping team.

 

·         Supervise front office operations during assigned shift including:

o    Maintenance of guest information

o    Maintenance of information about local events

o    Ensure that PB&PR extended to all arrivals

o    Supervise the use of the public address system

o    Ensure that group Rooms allocated well in advance & check-in takes place in special areas

o    Assisting with serious complaints

o    Ensure that arriving Guests are informed of departure time

o    Ensure that credit card authorities are obtained prior to Guests arrival

 

·         Supervise cashiering activities during shift including:

o    Cash handling and banking procedure

o    Dealing with irregular payments

o    Instructing staff in credit policies and facilities

o    Instructing staff in cash security procedures

o    Carry out debtor control

o    Prepare reports

o    Supervise the cashiering system

 

·         Customer Service

o    Being attentive to Guests

o    Accurately and promptly fulfilling Guests requests

o    Anticipate Guests needs

o    Maintain a high level of knowledge which affects the Guest experience

o    Demonstrating a ‘service’ attitude

o    Taking appropriate action to resolve guest complaints

 

·         Health, Safety and Security

o    Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety

o    Familiarize yourself with emergency and evacuation procedures

o    Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of the Line Manager

 

§  Supervising people

§  Conduct on the job training in accordance with the departmental standards and procedures and maintain a record of progress for each staff member

§  Provide input for performance review discussions in line with company guidelines

§  Assist with the preparation of efficient departmental work schedules

§  Coach and counsel staff in breach of hotel policies and departmental procedures, providing constructive feedback to enhance performance

 

·         Perform any duties and tasks entrusted to you by InterContinental Mauritius within the framework of your band category, according to your skills and competencies.

 

Self Management

·         Comply with hotel rules and regulations and provisions contained in the employment handbook.

·         Comply with company grooming and uniform standards.

·         Comply with timekeeping and attendance policies.

·         Actively participate in training and development programs and maximize opportunities for self development.

 

Customer Service

·         Demonstrate service attributes in accordance with industry expectations and company standards to include:-

·         Being attentive to guests.

·         Accurately and promptly fulfilling guest requests.

·         Understand and anticipate guest needs.

·         Maintain a high level of knowledge which will enhance the guest experience.

·         Demonstrate a service attitude that exceeds expectations.

·         Take appropriate action to resolve guest complaints.

·         Appreciate the dynamic nature of the hotel industry and extend these service attributes to all internal customers.

·         Be able to promote the hotel (and InterContinental Hotels Group generally) products and services.

·         Maintain a high level of product and service knowledge about all InterContinental Hotels Group hotels in your region.

 

Health Safety & Security

• Demonstrate an understanding and an awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety.
• Familiarise yourself with emergency and evacuation procedures.
• Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of your line manager.