Job Specification: Front Office Admin Assistant
Administrative responsibilities
· Track, update and pursue cash and account clientele including: Expected Payments, Tax Exemptions, Deposits and Pending Bills.
· Management of Maintenance and filing of all Front of House documentation, including both active and archived folders.
· Updating monthly statements accordingly – reporting directly to management.
· Ensure all account records are managed meticulously and maintained up to date.
· Handle and oblige by billing procedures & protocols to ensure that clientele is provided with an accurate reading of the services provided.
· Input into reservations, room rates, the drawing of quotations and relevant follow-ups to clients.
- Controlling and servicing all corporate events for conference clients, handling conference facilitators and monitoring that all delegates are delighted with the services provided.
- Establish and maintain exceptional relationships with clients, improving communication between customers and the Hotel.
- Managing our online reservations system to ensure that all reservations are prepared and catered for on a timely manner.
Operational Responsibilities
· Maintain effective cost controls in all areas.
· Plan and direct the hotel main operations including quality, standards, cleanliness, guest satisfaction. Including operational management of Gensets, Utilities, Fleet, stock control etc.
· Promote a culture of excellence in guest care through a warm welcome and a desire to exceed expectations.
· Work alongside all HODs to ensure the smooth running of the day-to-day operations.
· Conduct regular operations meeting with all HODs to discuss routine operational matters, departmental performance targets and guest feedback.
· Deputise for the General Manager in her absence and at various meetings & events.
· Be responsible for maximising profit through the consistent delivery of the highest standard of service.
· Ensure consistent implementation and review of SOPs throughout all Departments.
· Be responsible for all the day-to-day queries, complaints or problems that arise in the hotel.
· Monitor the hotel functions book and familiarise yourself with all updates & amendments.
· Liaise daily with the GM and Senior Operations Manager to forecast Hotel business on a weekly basis and plan accordingly.
· Maximise financial opportunities and achieve pro-active up-selling environment throughout the hotel.
· Carry out Duty Management shifts as required.
· Conduct regular Emergency Routine walks/checks and Health & Safety audits.
· Promote a positive employee relations culture through effective communication and regular team meetings.
· Carry out regular inspections of all departments in the areas of guest service delivery, cleanliness, presentation, service delivery, employee presentation and grooming.
· Ensure that reasonable care is taken for the Health and Safety of yourself, other employees, guests and any other persons on the Hotel premises.
General Responsibilities
· Representing the company in a flawless manner to uphold our brand image and improve brand loyalty.
· Managing the wellbeing of your colleagues to ensure that the team is working cohesively and progressively as per their unique training regimens.
- When required, welcoming visitors by greeting them in person or on the telephone and answering or referring inquiries.
- Maintaining security by following procedures such as monitoring logbook etc.
- Monitoring the services provided to clients throughout their stay at the Hotel, from check-in to check-out, including catering requirements, tourist activities, corporate requirements & entertainment requirements.
- Handling the wellbeing and customer excellence of all clientele stemming from our online tour providers and conferencing delegates followed by a post check-out follow up to ensure that they were happy with their stay and/or decipher any areas for improvement.
- Pursue guest feedback to ensure that our customer service targets are tangibly achieved with positive written reviews and word-of-mouth promotion.
