JOB OVERVIEW

Under the general direction of the Duty Manager, you will deliver quality customer service, so our guests feel welcome and to ensure they have everything they need. From the Front desk you will greet guests in person and over the phone, offering information, handling transactions, and genuinely creating a comfortable and a unique guest experience. You will abide by the local government regulations concerning hotel emergency procedures, safety, and any other regulatory requirements including the service of alcohol, preparing, and delivering a range of non-alcoholic and alcoholic beverages as well as various food items.

Our Service Style, Mission Made Easy, is built upon three Service Behaviors that drive everything we do:

• Be Ready we know our guests want a smooth and hassle-free stay, one that doesn’t break their flow. We are here to help them do this in simpler, smarter ways. Keeping one step ahead so we’re always ready.
• Be Engaging our guests are more than a reservation, they deserve our care and attention. Which means real connections from real people, smart, warm, and purposeful. 
• Be On It! We know what matters. If any issues arise, we get right on it and resolve them quickly. We look for opportunities to help our guests and we take them, the more we do this, the more they come back.

DUTIES AND RESPONSIBILITIES

FINANCIAL RETURNS

• Maximize Rooms revenue on shift through upselling of rooms and facilities
• Maximize Food and Beverage revenue through executing cross selling techniques.
• Meet monthly IHG Rewards Club enrolment targets
• Take ownership and follow up on in-house dummy accounts to keep to a minimum
• Maintain security of hotel’s floats and keys, noting any discrepancies and action where required.
• Ensure accuracy is maintained when processing cashiering transactions.
• Ensure cash security procedures are adhered to
• Monitor and control stock 
• Reduce wastage through stock control and service standards

PEOPLE

• Promote teamwork and quality service through daily communication and coordination with other departments. 
• Actively participate in required training sessions and ensure that any pre and post course work is completed by the due date.
• Adhere to brand standards for presentation, grooming and punctuality
• Perform detailed shift handover with oncoming shift where required
• Develop and maintain cohesive working relationships within immediate team, and wider hotel team
• Cooperates, coordinates, and communicates with other hotel departments as required
• Attend and participate in daily briefings, meetings, and training sessions as scheduled
• Ensure the workspace is tidy and prepared for service
• Communicates to his/her supervisor any difficulties with service, guest comments and other relevant information; follow complaint handling procedures for prompt resolution of challenges.

GUEST EXPERIENCE

• Follow Brand Standard procedures (for example, completing a Brand Standard Check in and Check Out.)
• Greet all guests in person and answer calls in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity paying particular regard to the importance of IHG Rewards Club Members 
and other VIP’s.
• Recognize IHG Rewards Club Members upon arrival and throughout their stay.
• Responds to guest needs and resolves related problems in an appropriate timeframe with acceptable service recovery. 
• Follow up on all guest issues and record details accordingly in the hotel log.
• Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service.
• Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests.
• Attends to all guest queries and requests promptly including Reservations and Food & Beverage.
• Assists in the preparation and service of Food and Beverage products in the Great Room.
• Deliver food and beverage service of high standard, following sequence of service to ensure consistency in procedures.
• Knowledgeable of all special promotion procedures. 
• Inspects front of house and back of house regularly for cleanliness.
• In-house guest safety and security.
• Responds to situations to ensure guests receive prompt attention and personal recognition throughout the hotel.
• Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP’s and other key guests, or other special guest needs. 
• At times, you may be required to assist with deliveries or guest luggage of up to 30kg. 

RESPONSIBLE BUSINESS

• Maintains exemplary department standards of behavior and appearance and attitude as expected in an IHG Brand.
• Assists with the Property Management Systems (PMS) in emergency situations and ensures you consider the safety and security of team members and hotel guests as well as oneself.
• Maintain all procedures and adheres to them within the Pro-invest Hotels Group and guidelines, with emphasis on hotel credit policy, RSA, HACCP and Food Safety.
• Demonstrate awareness and understanding of WH&S policies and procedures including the correct use of PPE.
• Assist the Emergency Response Team to prepare for emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, Bomb Threat, Cyclone Warnings, etc.
• Champion the identification and reporting of hazards, evaluation or risks, and design and implementation of hazard and control measures.
• Facilitate the reporting and investigation of injuries and illnesses arising from workplace activities, recommend and implemented corrective actions as required, to prevent or minimize the chance of recurrence.
• Property security
• Strictly adhere to company policy concerning the Trade Practices Act, gifts & bribery & data privacy regulations.
• Perform other duties as reasonably assigned.

ACCOUNTABILITY

Reports to - Express Supervisor / Duty Manager

Indirect reports – Nil

Key Metrics –

• Key performance objectives
• Internal Brand Audit Score
• Winning Metrics dashboard; Guest Love, Problem Handling, Overall Breakfast, Rewards Club recognition and enrolment targets
• Performance development review

QUALIFICATIONS AND REQUIREMENTS

Required Skills and Behaviors –

• Ability to communicate effectively with colleagues, guests, and external parties in spoken and written form.
• Responsible Service of Alcohol Certificate
• Professional and personable, with a “role up the sleeves”, can do attitude
• Strong team working skills 
• You make calm, collected decisions.
• A passion for delivering superior results
• You must meet the appropriate legal requirements to work in Australia.

Qualifications –

• Diploma or Bachelor’s degree in Hospitality Management or similar tertiary studies preferred.

Experience –

• Night Audit/Hotel Reception/PMS experience will give you a competitive advantage

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.