Director- Guest Services

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Job Description

• Change Management – Generates activity and seeks new challenges to improve work performance; Demonstrate an optimistic outlook and recovers quickly from failure.
• Commercial Awareness – Shows awareness of markets and ensures up-to-date knowledge of competitive environment; Demonstrates an awareness of new business opportunities and seizes and acts upon them; Is aware of financial issues such as revenue enhancement, costs, profits / losses cash flow etc; Identifies opportunities to ensure sustainable profit growth is achieved through implementing cost-effective methods.
• Decision Making – Makes sound decisions quickly under pressure; Takes calculated risks based on adequate information and analysis; Makes a rational, balanced judgments on the basis of available information.
• Managing the Work of others – Works with an orientation to the future; Sets clear, appropriate, and well defined, quality objectives; Encourages others to comply with legal and personal obligations; Plans while taking into account change and possible difficulties; Provides teams with clear direction and keeps them focused on tasks; Actively supports autonomy and empowerment through appropriate delegation of work; Sees projects through to completion; ensures key objectives are met.
• Motivating and Influencing Others – Creates a climate of teamwork by encouraging harmony, co-operation and communication; Cares for others by monitoring their well-being; Inspires a positive attitude to work among subordinates and persuades others so that they can adjust their positions and readily gains agreement and support from others; Respects the contributions of others.
• Organisation Savvy – Maintains awareness of organizational structure and goals; Accurately identifies and effectively presents the key points of an argument; Promotes ideas; Establishes links with people within and outside the business and uses this network for the organisation’s advantage.
• People Development – Encourages a culture of continuous personal and worked-related improvement through own actions and ensures learning from successes and failures; Guides and coaches staff; Passes on personal expertise and draws on the diverse backgrounds, skills and knowledge of people while defining and reinforcing standards and appropriate behaviour.
• Problem Solving – Reconciles conflict and probes for information for more in-depth relevant information for decision-making; Analyses numerical data and relevant sources of information in order to draw appropriate conclusions and check facts to establish causes and effects; Produces new ideas and a rang of solutions to meet the demands of the situation.
• Strategic Orientation – Selects the most appropriate tactic(s) from a range of alternatives and conveys the plan to others; Sets organisational strategy in line with organizational vision and uses multiple, relevant resources to achieve objectives; Negotiates with a variety of approaches.  

Job Description:

Operational 

• Ensure the Guest Service operates successfully and are individually profitable in accordance with the standard of the hotel

• Ensure that all rooms are pre-blocked accordingly to arrival time and housekeeping is informed
• Work closely with Housekeeping and Engineering Department to ensure that rooms are blocked accordingly for maintenance
• Ensures strict control of room keys for guests and other departments
• Conduct frequent and thorough inspections together with the Housekeeping Manager.
• Maximises room sales and revenues for the hotel.

• Ensures commercial management techniques of availability control are applied to achieve the maximisation of room sales
• Makes all decisions regarding overbooking the hotel, ensures all out booking are carried out by a member of management
• With the assistance of the Head Chef establish menus and price list.
•  Ensure that all Brand standards are met.
• Maintain a high profile with customers and staff by socialising through all front desks, restaurants, bars and banqueting departments.
• Ensure that the standards of food and beverage meet/exceed expectations.
• Prepare standard menus, maintain the required standard of food production and meet agreed budget targets for food margins.
• Perform systematic inspection of all Food & Beverage areas.
• Ensure and maintain high standards of service delivery, safety, hygiene, security, discipline and compliance with the organization’s policy.
• To provide cost effective and customer focused food and beverage service.
• Ensure to coordinate the ordering of food stock and other supplies.
• Ensures Guest Service operates with a sales attitude, and all personnel are aware of sales and opportunities within the hotel, which will assist, with the maximisation of revenue
• Keeps senior management informed of any risk or opportunity in relation to the pre-set performance figures
• Ensures all Guest Service personnel are aware of all room and F&B sales revenue targets and are kept informed of performance results
• Adhere to company credit policies to ensure all revenue expected will be received
• Monitors competitor performance both past and future to ensure correct selling strategies are applied

Guest Service

• Establish rapport with guests maintaining good customer relationship and handle all guest complaints, requests and enquiries.
• Personally and frequently verify that guest’s check-in/out is receiving the best possible service in line with Accor’s standards.
• Schedules oneself to be on the front during peak operation hours, checking on standards of services and cleanliness
• Greet and assist at the check in of guests
• Ensure a speedy telephone and message service at all times for guests
• Ensure that he/she maintains an up to date awareness of current promotions, policy changes and memorandums
• Ensure thorough product knowledge of all outlets and departments by all Guest Service employees.
• Maintain and promote excellent working relationships with local travel agents and tour operators.
• Pro-active in seeking guest contact and maintaining excellent public relations.
• Ensure that guest history records are up to date at all times.
• Constantly aware of new market trends and activities of competitors ensuring that the operation is always one-step ahead of the competition.
• Implement a consistent guest recognition programme and maintain a relevant guest database

Administration

• Assists with the development and maintenance of a detailed Department Operations Manual that reflects policies and procedures, work processes and standards of performance within the department. Ensures annual review to accurately reflect any changes.
• Assists with the preparation of the annual Plan ensuring departmental objectives fully address business objectives of the hotel and needs of employees.
• Ensure that all guest service related forms and reports are forwarded in time to the Corporate Office.

Payroll and Productivity Management

• Exercises efficient Payroll Management/Resource allocation through the establishment of a flexible workforce throughout the department. This will be based on the principles of a flexible employee base, multi-skilling and multi-tasking
• Directs subordinates to ensure productivity meets standards given in accordance with the Accor’s standards.
• Focus attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment
• Ensure new technology and equipment are embraced, improving productivity whilst taking work out of the system

People Management

• Recruit, select and develop Guest Service employees to work following the operational, financial, administrative philosophies willing to become multi skilled and perform multi tasks.
• Through hands on management, supervise closely all Guest Service employees in the performance of their duties in accordance with policies and procedures and applicable laws
• Delegate appropriately, duties and responsibilities to equipped and resourced employees, nurturing and developing them whilst ensuring standards of operation and safety are maintained
• Instill the Training philosophies of the company and work closely with the T&C Manager developing Departmental Trainers, ensuring that all Assistant Managers and Associates take an active role in the training and development
• Develop and assist with training activities focused on improving skills and knowledge
• Ensure employees have a complete understanding of rules and regulations, and that behaviour complies
• Monitor employee morale and provide mechanisms for performance feedback and development
• Conduct Annual Performance Reviews providing honest and appropriate feedback
• Effectively communicate guiding principles and core values to all levels of employees

Health & Safety Responsibilities/ Duties

• Establish and maintain safe working conditions and practices following Accor’s Health, Safety and Environmental policies.
• Ensure all practicable steps are taken to maintain a safe work environment following Accor’s Health, Safety and Environmental policies.
• Ensure all staff within the department are fully conversant with departmental fire and evacuation procedures.
• Ensure all hazard are recorded and reported to the Management and that they are investigated appropriately with controls identified and reviewed.
• Implement Accor’s policy on prevention of Harassment/ Bullying in the Workplace according to guidelines.
• Ensure all protective clothing and equipment is provided to employees where necessary, maintained and they are train its use.
• Ensure all workplace accidents and incidents are reported accurately and promptly on the prescribed form, with appropriate investigation and corrective action taken.
• All serious harm accidents are reported to management immediately in writing.
• All new and transferring staff have training and ongoing supervision to ensure they have the knowledge and skills to perform work tasks in a safe manner.
• Rehabilitation support and assistance is provided to injured workers following Accor guidelines.
• Review and develop health and safety policy objectives and plans at least annually.
• Be proactive in keeping departmental health and safety records and information up to date.
• Ensue site visitor / contractor entry procedures are applied.

General

• Represents Guest Service on the hotel Executive Committee ensures the efficient and smooth operation.
• Attends and contributes to all Meetings as required
• Ensure all employees provide a courteous and professional service at all times
• Handles guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst feeding back a prompt follow up.
• Strictly adhering to rules and regulations established in the Employee handbook and the hotels policies concerning fire, hygiene and health and safety
• Take an active involvement in the Welfare, Safety, Development and well being of employees providing advice, counselling and truthful, diplomatic feedback
• Ensure high standards of personal presentation and grooming
• Maintains positive guest and colleague interactions with good working relationships.
• Exercise responsible management and behaviour at all times and positively representing ibis Thane.
• Respond to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the hotel, industry and company.