Job Scope

Ensure the highest standard of Customer Care and Service at all time.

Promote the desired work culture around our Winning Ways; Do the right thing, Show we care, Aim higher, Celebrate difference and Work better together.

Self Management

• Comply with Hotel Rules and Regulations and provisions contained in the Employment Handbook
• Comply with Company Grooming Standards
• Comply with Time and Attendance Policies
• Actively participate in training and development programs and maximise opportunities for self development

Customer Service

• Demonstrate service attributes in accordance with industry expectations and company standards including:
• Being attentive to Guests
• Accurately and promptly fulfilling Guests requests
• Anticipate Guests needs
• Maintain a high level of knowledge which affects the Guest experience
• Demonstrating a ‘service’ attitude
• Taking appropriate action to resolve guest complaints
• Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers
• Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers

Health, Safety and Security

• Demonstrate understanding and awareness of all company policies and procedures relating to Health, Hygiene and Fire Life Safety and ensure your direct reports do the same
• Familiarize yourself with emergency and evacuation procedures
• Ensure all security incidents, accidents and near misses are logged investigated and rectified to prevent future catastrophes

Financial Management

• Under the assistance of the senior Finance Manager co-ordinate the preparation of the Departmental annual budget and work to achieve the budget by monitoring and controlling the departmental operations, considering revenue and expenditure
• On an ongoing basis, control and analyse departmental costs to ensure performance against budget; implementing corrective measures where necessary to produce positive business results
• Effectively manage staffing costs by preparing efficient work schedules in line with legal requirements

People Management

• Work with your Line Manager to ensure the departmental performance of staff is productive. Duties include:
• Participate in staff recruitment
• Conduct on the job training in accordance with the departmental standards and procedures and maintains a record of progress for each staff member
• Provide input for performance review discussions in line with company guidelines
• Ensure new staff complete their Orientation program on a timely basis
• Assist with the preparation of efficient departmental work schedules
• Coach and counsel staff in breach of hotel policies and departmental procedures, providing constructive feedback to enhance performance
• In the absence of your Manager, conduct effective staff briefings to communicate guest requirements and shift priorities

Operational Knowledge

• Gain understanding of the departmental goals and financial targets and support your Line Manager to achieve these targets
• Recycle where-ever possible and enforce cost saving measures where appropriate

General

• Comply with the Company’s Corporate Code of Conduct
• Familiarize yourself with the company values and model desired behaviors
• Perform tasks as directed by the Manager in pursuit of the achievement of business goals

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