GENERAL PURPOSE OF JOB
Ensuring that all operations within the Front office departments (Front Desk, Concierge, Butlers) have an organized and structed management to ensure that the service offered follows company’s requirements. Furthermore, responsible of planning the operation of the different teams in charge in short, middle and long term, maintaining always the highest level of service standards and optimize the expenses based on the budget. Solve any internal or external conflict that may happen involving the mentioned teams. Responsible also of the timely training and development of the staff based on the politics of Rosewood Mandarina.
OPERATIONAL DUTIES AND RESPONSIBILITIES
FINANCIAL
- To Follow a thorough analysis and supervision of departments costs and follow the year established budget to maximize profitability.
- Constant supervision of the operation expenses established to make sure that the costs are controlled. Monitoring and analyze monthly P&L reports.
- Maximize the work labor in line with all the departments to ensure the proper usage of the resources.
- Proper use of company’s assets, following punctually finance policies and procedures.
- Ensure that every service is charged correctly, and the income is registered in the corresponding account.
- Monitor and supervise staffing in line with yearly budget, including holidays and coverage in peak season.
- Accomplish established yearly goals from the different company and division targets.
- Take part in an active way in the elaboration of the annual budget of incomes, expenses and work equipment. Ensure that all different schedules are made in base of the level of occupation and workload, to maximize utilization of staffing.
- Keep a biweekly control of assistance for the payment of the department wage.
- Make sure that there are enough supplies for the operation.
- Actively upsell all the hotels other departments
- Appropriate management of the company values following promptly the politics and procedures of finances.
LEADERSHIP
- Assign responsibilities and delegate accordingly with each team member different tasks to assist with their training and development.
- Assist with guards as MOD in every moment that is needed.
- Make sure that every associate presents to work on time, with a complete and tidy uniform.
- Ensure that the different departments are sharing with their teams the Rosewood Daily by daily briefing before every shift and monthly departmental meetings assembly.
- Knowledge and capacity to supervise, correct and demonstrate all tasks assigned to the team.
- Keeps training/operations manual and departmental SOP`s up to date.
- Realize annual evaluations as well as plans of training for each team member.
- Make sure that every subordinate has the training and abilities, to offer a service according to the standards of service, by continuous trainings.
- Analise monthly glitch reports to identify training needs.
- Ensure that the different departments receive every new associate and verify that the induction process and training is done in a correct manner.
- Ensure monthly training plans are schedule and actioned with the team.
- Ensure that all Front Office department have all signed ITP`s of their new associates.
- Help in the development, and support the trainers assigned to each department.
- Fully aware and meeting all company, LQA and Forbes standards.
- Carries out weekly one to ones with the different leaders from the division to monitor performance and share feedback.
- Maintain a healthy relationship with coworkers of other departments.
- Maintain a daily control of the operation and assist different departments as needed.
- Perform Go audits to ensure that the standards of excellence are maintained in the different departments and keep tracking for further analysis.
SERVICE
- Follows strictly all established service standards.
- To have excellent knowledge of Standard of Procedures to comply with Hotel Standards
- Establish a harmonious relationship with the guests.
- Have complete knowledge of our facilities and weekly schedules.
- Know our types of rooms, location, fees, promotions, and packages.
- Know the daily information, number of arrivals, departures, Notable Guest in house, rooms availability as well as the information of in-house groups.
- Ensure that the lobby is set up constantly as expected and liaise with relevant departments if attention is needed. Including decorations and maintenance.
- Make sure that every employee has a professional, warm and sincere image.
- Have knowledge of the emergency procedures.
- Ensure that all the departments are managed efficiently providing a courteous, professional and flexible in every moment, in agreement with the standards of Rosewood Mandarina.
- Make sure that every subordinate has complete knowledge and understanding of the rules and regulations of the hotel.
- Ensure maximum presence/coverage of public areas during peak operational hours, entertainment with guests, meet, greet guests upon arrival and departure, always ensuring a proactive approach, and escort them to the different areas of the hotel.
- Assist and escort guests in the process of check in (in suite check in) and check out (in-suite check-out)
- Anticipate to the needs of the guests, respond in a quick way and recognize all of our guests.
- Ensure all in house guests feel welcome and maintain permanent guest contact throughout their stay, through constant use of the guest’s name.
- Record, monitor and provide an efficient follow up with all guests complains. Maintaining the correct update on glitch console and accurate follow up, to prioritize guests’ satisfaction and procedure follow up.
- Resolves guest’s complaints, guaranteeing their satisfaction and to empathize with the guest’s situation until making sure that the glitch has been resolved or has had follow up with the relevant department.
- Manage every suggestion or complaint from the guests in a courteous and efficient way, reporting it to its supervisors, and if one does not have the solution immediately make sure that the guest is informed of its follow up.
- To offer assistance to any person within the public areas, ensuring a proactive approach at all times.
- Ensure that the high levels of cleanliness in the areas are maintained and that every associate keeps it this way.
- To be aware of any guests needing assistance.
- To know all the facilities services opening times, prices and any current promotions.
- Ensure client confidentiality is always maintained.
- Assist and escort guests in the process of check in (in suite check in) and check out (in-suite check-out)
- Anticipate to the needs of the guests, respond in a quick way and recognize all of our guests.
DUTIES AND RESPONSIBILITIES
- Make sure that the front of the house as well as the heart of the house is tidy, ordered and in perfect state.
- Assist engineering, Housekeeping and Reservations with assignments in case of room maintenance.
- Ensure maximization of inventory of suites, villas, and residences.
- Assist in all that the operation may need in due time.
- Manage logs by department and have a register of operation, ensure the use of Daily Handovers.
- Comply and adhere to the Rosewood company policies.
- Take on other tasks in addition of the ones stated, in a reasonable framework.
- Be always a “brand ambassador” and ensure brand integrity and clarity are always maintained.
- Model the company’s culture, vision, mission and core values at all times.
KEY PERFORMANCE OBJECTIVES
- Comply LQA Standards and achieve annual hotel audit goal.
- Comply FORBES Standards and annual hotel audit goal.
- Maintain a high score on Trust You monthly reviews.
- Comply Preferred by Nature hotel certificate.
No es necesario CV
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