Guest Service Team Leader

JOB DESCRIPTION

Duties and Responsibilities:

Responsibilities and duties for this position shall include, but not be limited to, the following areas and activities.  At management discretion, direction may be given for tasks outside the scope of work described:

• To ensure all customers requests are handled quickly and effectively.
• To assist and handle checking-in and checking-out of all Hotel guests in a timely and courteous manner.
• To ensure all guest telephone calls and messages are handled quickly and effectively. All guests’ messages are presented in accordance with the hotel standard.
• To activate a quick response to a guest problem, and then follow up to ensure the guest is satisfied with the end result.
• To come forward with creative ideas and initiative to enhance customer experience.
• To ensure that all accounting and legal procedures are carried out in accordance with the hotel policy.
• To ensure that all Front Office stationary and stock is available and re-ordered on time.
• To perform the room allocation on the system by correctly using all information provided by the reservation dossier.
• Correctly monitor and action the Night Audit Report on a daily basis.
• To ensure information listed on the Daily Event are correct and reliable.
• To continually identifying training requirements within the departments and address these requirements immediately.
• To create a smooth and efficient environment for all employees to enable them to execute their job to the highest standard.
• To and at all time set an example within the departments regarding attitude, professionalism and body language.
• To be aware of the owning company and its operation policies and apply these policies at all times.
• Ability to allocate work and provide supervision to staff.
• To be prudent and financially responsible with company funds. When necessary ensure that budget guidelines are met and company financial policies adhered to.
• To be aware of the cost implication of any decisions within the work place.
• To up sell wherever possible to ensure a maximum room rate is achieved.
• To be actively involved with the recycling of paper materials within the work place.
• To comply with all company and local laws regarding, Fire, Health and safety procedure. To participate in any training sessions of the aforementioned.
• To report and follow up any defects with equipment within the work environment.
• To constantly review and update on new company policies issued by way of letter, fax and email or display boards.
• Due to the nature of our business, you must understand and appreciate that work schedules and demands of the position may vary from time to time.