Forest of Arden Hotel & Country Club

Job Summary To ensure the highest level of service is delivered to all guests. To ensure that standards are maintained and improved where possible. The team member must be fully conversant with Company Policies and Procedures and ensure that these are adhered to. To actively contribute to achieving the targets set for the Front office to ensure all training is carried out on a timely basis and that Guest Satisfaction targets are met and exceeded. Candidate Profile Experience Previous experience within a Front Office hotel environment office preferred. Skills and Knowledge Strong Communication skills (verbal, listening, writing). Innovative, Pro active and reliable. Able to work alone and within a team. Directly responsible for supervision of staff, Guest Satisfaction feedback. Maximise revenue Controls and monitors discounts Maintaining Company standards Hotel Credit Policy Control Front Office floats on a shift basis as per policy and procedure. Training Customer focussed Developing people Business awareness Commitment Planning Leadership Competencies Performs all technical/procedural requirements of the job Demonstrates understanding of how a department and/or hotel operates. Promotes safety and security or co-workers. Focusing on Customer Actively listens and asks questions of customers to assess the level of satisfaction with the service being provided and to prevent problems from occurring. Regularly monitors customer satisfaction and takes personal responsibility. Proactively demonstrates hospitality in all customer interactions. Follows through on customer enquiries, requests or complaints. Takes personal responsibility for correcting customer service problems. Corrects problems properly and undefensively. Organisational Learner Acts independently to improve and increase skills and knowledge. Demonstrates an awareness of personal strengths and areas for improvement. Seeks feedback from others on performance and modifies behaviour as appropriate. Keeps up to date on available resources that can help to better serve customers needs and to improve organisational performance. Shares learnings, innovations, and best practices with Team Members Is willing to learn from others. Developing Others Uses appropriate Company interview tools to ensure hiring decisions are based on the candidate's job-related skills and competency. Gives timely and specific performance based feedback to Team Members Takes time to assist Team Members and to provide specific, detailed follow up. Fostering Teamwork and Relationships Considers the impact of personal/departmental actions on other parts of the organisation/property. Expresses concern for treating people fairly and respectfully. Supports and acts in accordance with team decisions, even when such decision may not entirely reflect one's own opinion. Works to meet goals in a manner that does not disadvantage other Team Members Solicits and uses other Team Members ideas and opinions to resolve issues. Managing Work Execution Helps and supports Team Members in solving problems and accomplishing work objectives. Approaches own work with a sense of urgency and purpose. Ensures that desired results are achieved in the most efficient manner while maintaining or improving the quality of service. Allocates time and resources effectively when faced with competing demands. Tracks activities in progress and/or completed activities to ensure stated objectives are completed. Tries new approaches to overcome obstacles or to accomplish challenging objectives. Anticipates potential obstacles and develops contingency plans to overcome them. Managing Change Seeks full understanding of new procedures or methods resulting from change. Understands and communicates reasons for change. Shows willingness to learn new methods, procedures, techniques, or systems resulting from departmental or organisational wide change. Takes action to make changes work rather than only identifying why changes won't work Sees changes as an opportunity rather than a problem. Leading Demonstrates commitment to the organisation and its vision, mission, and team. Establishes measurable and achievable expectations of results. Holds self and other team members accountable for achieving results. Makes decisions and commits to a course of action with information available. Addresses conflicts in a timely manner. Takes action to motivate Team Members toward achieving goals and objectives. Communicating Openly Asks questions as necessary to clarify the message. Encourages others to share their points of view. Openly and accurately reports errors, mistakes, and unintended outcomes without rationalising them. Actively listens or responds to team Members Shares relevant, timely information to help others understand and support business objectives Speaks clearly and articulately with individuals and groups Delivers constructive feedback with sensitivity to others feelings Facilitates group discussions Prepares and delivers presentations tailored to the audience Writes memoranda, letters, etc. That are clear and effective with few, if any, spelling or grammatical errors. Specific Duties The following are specific responsibilities and contributions, critical to the successful performance of the position: Maximises hotel revenue by up selling, following yield strategy and following overbooking guidelines and liaising with reservations on a daily basis. To maximise revenue by working with the Night Manager to achieve 100% occupancy where possible, maintaining an accurate record of walked guests. To support the Front Office Manager by following the Hotel Cost Tracker procedures when placing orders Ensure Team Members are trained to Company standards, including Passports, Statutory Fire, Health and Safety and any other training deemed necessary Supports the company external training verifiation