Oversee all guest related service processes from pre-arrival to welcome, during stay up to departure from the property; to ensure the highest possible standards of satisfaction are attained.
Respond to any guest complaints and other related issues promptly with empathy and professionalism.
Protect the welfare and interests of guests and ensure the safekeeping of the property.
Complete inspection of entire property as per daily checklist.
Check statistical data on days proceedings as regards room revenue and occupancy
Assist all departments when needed for the successful operation of the hotel.
Ensure professional and effective lines of communication are maintained between the Front Office and all other operating departments, with particular emphasis on Housekeeping, Maintenance, Security and outlets.
Ensure the Duty Log is accurately updated with an emphasis on concise reporting.
Accomplish competitive survey.
Ensure voco® Doha West Bay Suites an IHG policies and procedures are adhered to at all times.
Maintain professional business confidentiality and discretion in all dealings.
Personally attend to VIP guests and guests with special needs to ensure the highest levels of customer satisfaction are attained at all times.
Ensure special amenities and services are delivered on time and are personally followed up with the guests concerned.
Communicate daily activities, objectives and required information to all direct reports.
Respond to any fire alarms, potential emergencies and requests for medical assistance by guests and/or staff.
Input into the front office system revenue/expenses/allowances to generate the daily reports such as the Guest Ledger Summary and the Daily Restaurant Summary.
Audit, balance, post and report on the front desk to include but not limited to; room charges, phone calls, zero balance folios, corrections, adjustments, taxes, disputed charges, over/short figures, deposits, etc. to ensure accuracy and verify proper cash handling procedures are followed.
Audit, balance and report on the food and beverage outlet cash and credit operations including but not limited to checks, over/short figures/tally sheets, deposits, counts, house charges, promotional materials, postings, etc. and reset all registers to ensure accurate, timely information.
Run reports for F&B outlet and balance daily receipts against those reports.
Run night audit reports/journals from the front office system and point of sale after ensuring all revenues are correctly balanced and accounted for.
Balance all revenue and settlement accounts nightly, maintain files and reset the system for next day operations.
Perform other related duties as required and assigned by management.
