Responsible for all aspects of managing the Front Office Operations, under the Supervision of the Front Office Manager. Supports the Front Office Manager in supervising, training and inspecting the performance of personnel, ensuring that all procedures are met to deliver service in accordance with standards. The Job incumbent works in line with the hotels guidelines and business plan, and Wyndham Corporate policies and procedures, and according to local requirements and regulations to achieve excellent day\-today operational performance which reinforces the company’s values and builds its long\-term capacity Able to provide clear leadership to team members and assure processes so that business performance is predictable and reliable. **KEY RESPONSIBILITIES** **Operational:** * Receives guests in a professional and friendly manner, satisfying guest expectations from arrival till departure. * Maintains effective communication with all related departments during each shift to ensure smooth service delivery. * Will manage rotational shits including night shifts as per schedule. * Ensures guests are greeted upon arrival, checked in and escorted to room. * Maintains an up to date knowledge of the hotel and local services. Supplies information and responds to guest queries. * Maintains an awareness of guest profile through the Opera guest profile system. * Ensures effective handover is done, gaining information from Duty Manager and late Shift Leader. * Makes control tours of the hotel ensuring electricity usage is at a minimum and security is at maximum. * Prepares guest folios with appropriate accounting instructions. * Deals with guest queries in a polite and courteous manner. * Ensures all necessary reports are compiled and printed for business review and checks that they have been distributed accordingly. * Maintains up to date back up reports. * Checks all necessary reports including rate discrepancy, housekeeping discrepancy, credit check report, trace reports and routing instructions report. * Ensures an effective handover of shift activities to the following shift leader. * To conduct Opera close day according to the correct procedure and standard whilst overseeing the auditing of the days business. * Maintains an awareness of sales opportunities in maximizing revenue. * Establishes, promotes and maintains good public relations while meeting or exceeding guest expectations. * Maintains regular and effective liaison between other departments with particular emphasis on security. * Cooperates in the performance of any reasonable task requested by the Front Office manager, Hotel Senior Leadership and guests. **Required Skills** ------------------- ### **Tools** Microsoft Office ### **Financial Skills** Financial Analysis ### **People and Culture** Training ### **Soft skills** Flexibility **Values** ---------- Integrity, Honesty, Trust, Accountability, Ownership, Leadership, Teamwork **Benefits** ------------ Staff accommodation, Staff transportation