Vacancy title:
Front Office Service Manager

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 Front Office Service Manager
NUMBER OF POSITION One
DEPARTMENT Front Office
REPORTS TO Front Office Manager
PRIMARY OBJECTIVE OF POSITION
Acting as a liaison between guests and management to provide efficient, prompt, courteous, trouble free and proactive service to customers; hence maximize rooms revenue and guest satisfaction. Actively participates in Health and Safety programs and is the champion of Quality control. The incumbent is fluent in Front Office operation’s technology, is aware of the hotel’s possibilities and limitations, and understands all aspects of hotel management. All work will be in line with the hotel’s guidelines and business plan, the departmental business plan, and corporate guidelines and service concepts.
TASKS, DUTIES AND RESPONSIBILITIES
COORDINATE FRONT OFFICE’S SHIFT ACTIVITIES TO PROVIDE THE HIGHEST STANDARD OF SERVICE

• Achieves customer satisfaction and rooms revenue goals by supervising Front Office employees
  
• Is proficient in all Front Office procedures
  
• Utilizes supervisory skills and motivation to maximize employee productivity and satisfaction
  
• Recommends to Rooms Division Manager how to improve guest service and efficiency in Front Office operations
  
• Supervises and participates in the prompt and courteous check-in, check-out and servicing of guests
  
• Records in the log book any incidents occurred in the hotel and follows-up with the department concerned
  
• Communicates open and closed dates, availability and condition of rooms to appropriate individuals
  
• Knows current rooms availability, and is familiar with future availability
  
• Keeps effective key control
  
• Ensures that guest mail and messages are delivered promptly
  
• Controls room rates, and brings rate changes in the attention of the Front Office Manager
  
• Oversees the proper handling of advance deposits
  
• Runs a credit check report, and analyses it for possible doubtful accounts
  
• Checks that discounts, billing instructions, and credit policies are followed, and takes action when needed
  
• Authorizes paid-outs and discounts
• Makes sure Front Office employees utilize yield management to maximize room revenue
  
• Checks the daily arrival list, and makes necessary preparations if hotel is sold out
  
• Informs the Rooms Division Manager on VIP guests and returning guests, and follows-up on VIP lists and room blockings
  
• Orders VIP gifts for the following day’s arrivals
  
• In the absence of Department Heads, takes disciplinary action when required. Follows-up with the applicable Department Head
  
• Investigate all walk-outs, and complete relevant forms
  
• Deals with all incoming telefaxes and telexes after office hours
  
• Completes all forms in cases of accident or theft in the hotel during the shift
  
• Brings needs for repair to the attention of the Rooms Division Manager
  
• Lives the Yes I Can values
  
• Ensure the 100% Guest Satisfaction
  
• Manages the Club Carlson enrollments
  LIASION BETWEEN GUESTS AND MANAGEMENT
  
• Handles promptly and courteously problems regarding customer room accommodations and rates, and notifies appropriate Department Head when needed
  
• Handles promptly and courteously all guest comments, complaints, requests or enquires; takes necessary action, and thorough follow-up
  
• Greets and escorts returning guests and VIP’s to guest rooms upon check-in
  
• Handles personally walk-outs in fully booked situations
  
• Is present at the Service Manager’s desk when possible
  
• Helps to show meeting facilities, guest rooms and other public space to potential guests
  FLUENT IN FRONT OFFICE TECHNOLOGY
  
• 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
  SECURITY, HEALTH AND SAFETY
  
• Liases with Security regarding hotel checks
  
• Is fully conversant with the hotel’s credit policy
  
• Liases with Security and the Executive Housekeeper regarding lost and found objects
  
• Liases with Security in investigation of thefts, and irregularities
  
• Informs the Rooms Division Manager of doubtful guest accounts
  
• Is familiar with the policy of issuing keys out of office hours
  
• Tours all areas of the hotel on a regular basis to report irregularities to appropriate Department Heads, and Security
  
• Ensures that all potential and real hazards are reported and removed immediately
  
• Fully understands the hotel’s fire, emergency, and bomb procedures
  
• Ensures that emergency procedures are 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
  
• Supports a safe hotel by applying hotel regulations, and adhering to existing laws and regulations
  
• Anticipates possible and probable hazards and conditions and takes action to prevent them from happening
  
• Ensures that the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct is maintained by all employees in the department
  MISCELLANEOUS
  
• Responsible Business: show involvement and be interested in environmental and/or social issues by participating in Responsible Business hotel and departmental activities
  
• Ensure that the hotels Quality Control action plans are executed and informs the HOD’s accordingly. Is the QPR Champion.
  
• Assists in developing the departmental business plan
  
• Attends meetings and training required by the Rooms Division Manager
  
• Assists colleagues to perform similar or related jobs when necessary
  
• 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:
  - Hotel fire, bomb and emergency procedures
  - Hotel health and safety + evacuation policies and procedures
  - Hotel facilities and nearby sights of interest and importance (i.e. hospitals, stations, tourist sites)
  - Hotel standards of operation and departmental procedures
  - Current licensing relating to own department and to 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