KEY RESPONSIBILITIES

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

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

o 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.

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

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

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

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

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

o Actively develop positive and effective communication between reception team and housekeeping team.

o 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

o 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

o 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

o 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

o Supervising people

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

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

o Assist with the preparation of efficient departmental work schedules

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

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