Front office Team Leader

CONCORDE HOTEL-DOHA JOB DESCRIPTION Front office Team Leader Front Office Department Front Office Manager Front Office Department Provides guest services, checks in guests and handles guests' mail, messages, telexes and others. This position is concerned with the overall operation of the Front Office and compliance with established Front Office and Accounting policies of the Hotel. DUTIES/ RESPONSIBILITIES Summary: Greet, assist and support all guest during the check in and check out process. Ensure that the Guest Amenities are delivered to VIP and IC Ambassadors. Handling of all guest requests and guest complaints as per the hotels policy. ?Ensure that all Room Assignments are done correctly and on time. Coordinate with Guest Relations VIP Arrival and ensure that rooms are ready with all amenities and that all luggages are properly stored and secured. Responsible for carrying out verifications of departures, making necessary arrangements for late checkouts and extensions when necessary always referring to guest correspondence. Ensure that problems concerning room bills are handled promptly and accurately. Support the Assistant Front Office Manager in planning of Duty Roster and Vacation. Reporting of all daily incidents to the Front Office Management. Check of appearance of Front Office Staff and correct Attendance sheet handling. Check that instruction given by the Senior Management and Front Office Management are carried out smoothly and within the given deadlines. Conducts Shift Briefings for morning, evening and night shift staff as per the roster. Check of daily arrival and departure list and that all room statuses are updated Supervises the daily preparation of various reports and statistics. .Ensure that he is fully aware of the systems crisis procedures and the reports necessary for such situations. Ensures that all Front Office staffs have logged out at the end of each shift. Maintain Knowledge of all functions, promotions and special events at all times. Demonstrate an understanding and an awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety. Review the credit check report on a daily basis. Make recommendations to the General Manager or his/her delegate as appropriate. Maintain close supervision and follow up on front and back office cleanliness and safety. Perform all FO related duties and special projects as assigned. Monitors Front Office personnel to ensure that rooms are clean, ready, and particularly those of returning quests and other VIPs receive special attention. Replace the Night Manager during off days and vacation. Ensure that he is fully aware of the hotels PMS and Advanced Reservation System. Ensure that he is fully aware of the Hotels Credit Policy and its implementation. Establishes and maintain effective employee relations. Informs other operating departments of Front Office matters, which concern them, notably the Front Office to ensure accurate room status, in addition to communicating with Engineering, Housekeeping and the Laundry departments. Maintains appropriate standards of dress, hygiene, uniforms, appearance, posture and conduct of departmental employees. Maintains a steady flow of communication to the General Manager or his/her delegate and to other department heads. Performs related duties and special projects as assigned. JOB PROFILE Supervise Reception operations and set departmental goals and targets to continuously improving customer service experience to Guests. The Senior Sift Leader /Assistant Front Office Manager interacts with Guests and contributes to the first impressions of our Guests and, therefore, must perform all the tasks to the highest standards. QUALIFICATIONS & EXPERIENCE Degree/Diploma in Hotel Management would be an added qualification. Two years' experience in a similar position in a five star property COMPETENCIES MANAGEMENT/ LEADERSHIP Decision Making Staff productivity Developing others Cost control Organizing and planning TASK ACHIEVEMENT Managing performance Concern for quality Results oriented Adaptability Initiative RELATIONSHIP Cross cultural sensitivity Customer satisfaction Inter-personal skills Teamwork/cooperation COMMUNICATION Written and oral communication Listening skills