Vacancy title:
Assistant Front Office

Jobs at:
Park Inn by Radisson

Deadline of this Job:
14th September 2018

Duty Station:
Kigali, Rwanda

Summary
Date Posted: 4th September 2018 , Base Salary: Not Disclosed , Employment Type: Full-Time

Feel Good
Park Inn by Radisson is continuing to expand its footprint around the world and provide stress-free experiences, good food and upbeat environments.
Can you be our guests’ superhero and a dynamite problem solver? If feel goods comes naturally to you, then here at the Park Inn by Radisson Hotel Kigali, we are looking for fun, passionate people just like you!
At the Park Inn by Radisson Kigali, we stand out together as one team and make memorable moments for our guests, because we are a hotel you can rely on

JOB DETAILS:
POSITION Assistant Front Office
NUMBER OF POSITION One
DEPARTMENT Front Office
REPORTS TO Front Office Manager
PRIMARY OBJECTIVE OF POSITION
is under the direction of Front Office Manager, manage and co-ordinate Front Office operations to provide efficient, prompt, courteous, trouble free and proactive service to guests; hence maximize room revenue and guest satisfaction. All work will be in line with the hotel’s guidelines and business plan, the departmental business plan, and the Radisson Hotel Group’s corporate guidelines and service concepts.
TASKS, DUTIES AND RESPONSIBILITIES
COORDINATE FRONT OFFICE’S SHIFT ACTIVITIES TO PROVIDE THE HIGHEST STANDARD OF SERVICE
MANAGE AND COORDINATE FRONT OFFICE OPERATIONS TO PROVIDE THE HIGHEST STANDARD OF SERVICE

• Achieves guest satisfaction and room revenue goals by supervising the Front Office operation
  
• Ensures that Front Office is staffed according to need by utilizing business forecasts to schedule employees
  
• Oversees and participates in the prompt and courteous check-in and check-out of guests
  
• Addresses questions or problems pertaining to customer room accommodations and rates
  Controls condition of rooms
  
• Keeps effective key control and participates in matters relating to customer room security
  
• Ensures that guest mail and messages are delivered promptly by overseeing mail and message delivery functions
  
• Controls room rates, and implements approved rate changes
  
• Monitors advance deposit and credit procedures
  
• Responds orally to positive and negative comments expressed in comments from guests, and in comment cards, and develops strategies to improve
  
• Brings major needs for repair to the attention of the Front Office Manager
  
• Checks the arrival list, conference guest list, and VIP list and informs appropriate individuals on returning guests, VIP’s and special guests
  
• Blocks rooms for VIP’s and special guests in conjunction with Guest Relations Manager
  
• Is proficient in all Front Office procedures to be a resource when needed
  
• Challenges Front Office staff to utilize yield management, occupancy and average room rate to maximize room revenue
  
• Controls and analyses departmental costs on an ongoing basis; takes action to control negative deviation
  
• Monitors Front Office activities regarding discounts, billing instructions, and compliance with hotel credit policies
  
• Analyses the rate variance report to ensure proper room rate and revenue control
  
• Analyses credit check report daily for possible doubtful accounts
  MANAGING THE FRONT OFFICE TEAM
  RESPONSIBLE FOR
• Receptionists
  Reception Supervisors
  Switchboard Operators
  
• Utilizes leadership skills and motivation to maximize employee productivity and satisfaction
  
• Monitors the Front Office team’s overall service and team work daily and focuses on how to improve and increase service delivery efficiency
  
• Analyses departmental financial reports, and takes corrective action and follow-up
  
• Helps Front Office staff increase REVPAR and Willingness to Return by increasing sales and average rate
  
• Checks and revises night clerk source of business report
  
• Co-ordinates billing with the Accounting Department
  
• Controls and pre-assigns rooms and arrangements for groups booked
  
• Provides effective sales effort at Front Office to maximize rooms revenue
  
• Maximizes the total occupancy of the Radisson hotels in the area, by serving as a liaison with other Radisson hotels
  
• Checks Front Office equipment periodically
  
• Maintains Front Office supplies
  LAWS, REGULATIONS AND POLICIES
  
• Makes sure Front Office follows all applicable laws
  
• Keeps track on purchasing costs for department for maximum quality to lowest possible price
  
• Makes sure that Front Office deliver quality guest services within departmental and corporate standards and guidelines
  
• Is fully conversant with the hotel reservation system
  
• Is able to operate and maintain switchboard, telefax, key equipment, credit card machines and printers, hotel alarm systems, and other Front Office equipment, and is able to make basic updates and changes when needed
  
• Is able to operate and maintain any system back-up to the above equipment as required
  HUMAN RESOURCES MANAGEMENT
  
• Identifies training needs and develops the departmental training plan
  
• Trains Front Office staff appropriately and proactively
  
• Ensures that staff meets and exceeds guest expectations by training and inspiring staff to provide Yes I Can! service
  
• Makes sure staff receives skills training to provide consistent, reliable service
  
• Encourages, develops and manages effective employee relations within department and throughout the hotel
  
• Identifies employees with potential for promotion and/or transfer and makes appropriate development plans for him or her together with the Rooms Division Manager
  
• Works closely with the Rooms Division Manager, and the Human Resources Manager to conduct the following Human Resources related tasks within department:
  - Performance appraisals
  - Coaching
  - Counselling
  - Discipline and grievance
  - Employee relations
  - Wage and salary administration
  - Compensation and benefits
  - Succession planning
  EMPLOYEE RELATIONS
  
• Fosters and develops effective employee relations within department, and throughout the hotel
  
• Utilizes effective internal communication, including weekly meetings with Service Managers to ensure optimum team work and productivity
  
• Conducts monthly departmental meetings with all Front Office staff present
  
• Looks for ways to motivate and challenge employees
  
• Responsible Business: show involvement and be interested in environmental and/or social issues by participating in Responsible Business hotel and departmental activities
  HEALTH AND SAFETY
  
• Ensures that all potential and real hazards are reported and reduced immediately
  
• Fully understands the hotel’s fire, emergency, and bomb procedures
  
• Ensures that emergency procedures are practiced and enforced to provide for the security and safety of guests and employees
  
• Ensures that all employees within own department work in a safe manner that does not harm or injure self or others
  
• Stimulates and encourages a general awareness of health and safety in tasks and activities managed within the department
  
• Ensures the safety of the people and property within the premises by applying hotel regulations, and adhering to existing laws and regulations
  
• Anticipates possible and probable hazards and conditions and either corrects them or take action to prevent them from happening
  
• Ensures that the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct of hotel employees is maintained by all employees in the department
  MISCELLANEOUS
  
• Maintains statistics on rooms and reservations, customer arrivals and departures, average occupancy rates and related information
  
• Prepares proper follow-up and /or forecasts to aid in management decision making
  
• Prepares departmental budget and business plan; assures department operates within approved budget
  
• Analyses deviation to budget, and takes action when required
  
• Attends meetings and training required by Rooms Division Manager
• Assists colleagues to perform similar or related jobs when necessary
  
• Ensures guest satisfaction by attending to their requests and inquires courteously and efficiently
  
• Accepts flexible work schedule necessary for uninterrupted service to hotel guests
  
• Maintains own working area, and materials clean, tidy and in good shape; reports defective materials and equipment to appropriate person within the hotel
  
• Continuously seeks to endeavor and improve the department’s efficient operation, and knowledge of own job function
  
• Is well updated on, and possesses solid knowledge of the following:
  - Hotel fire, bomb and emergency procedures
  - Hotel health and safety policies and procedures
  - Hotel facilities and nearby sights of interest and importance (i.e. hospitals,
  stations, tourist sights)
  - Hotel standards of operation and departmental procedures
  - Current licensing relating to own department and to the hotel
  - Accepted methods of payment by the hotel
  - Short and long term hotel as well as corporate marketing and promotional
  programs
  - Corporate clients and clients generating high business volume
  - Union agreements
  EXPERIENCE
  
• Requires a minimum of two years related experience in hospitality industry (Mandatory)
  
• 4-year degree from an accredited university in Hospitality Management