PERSONNEL/ADMINISTRATION
Shift Planning: works out the shift plan for his/her area, including days off and vacation planning. Is responsible for sufficient staffing at all times. Is controls the working time of all staff in coordination with the Personnel department. Training: Responsibility for the introduction of all new staff and working out of the relevant Introduction Program. Uniforms: He/she is responsible for the neat and clean appearance of his/her staff. Monitors his/her staff for correct uniforms. Appraisal / Qualification: He/she qualifies all staff regularly to give them feedback on their performance
RECEPTION
The FO Manager is responsible for a smooth and correct administrative operation. Repeat Guest Data Base: He/she is personally responsible for a correct and updated database within the FIDELIO system, for address material for foreigners as well as locals and residents, according to the selection standards of the Hotel. Guest Receiving: He/she is responsible for the correct welcoming of all guests. He/she monitors check-in, also for groups, and gives total attention and dedication to customers. Taking care of customers: The Front Office takes care of “Concierge” service as well. The FOM is concerned about offering a wide information scale. Together with the Guest Relation Officer and cashier he/she supervises the organization and sales of all sorts of guest activities and the correct handling and charging. He/she is concerned with taking special care of any kind of VIP treatment according to internal regulations and standards. To effectively handle all guest complaints, taking corrective action to prevent recurrence and convert the guest into a repeat customer. Coordinates proper actions with other departments, informs General Manager re. serious matters Messages: He/she monitors and assures proper and fast handling of any kind of messages for hotel guests. OPERATOR
He/she is responsible for smooth and professional operation of the telephone department. Makes sure all defined standard procedures are applied by all operators. Makes sure of quick and professional connecting, especially for incoming long-distance calls.
PORTER/BELL CAPTAIN/DOOR BOYS
He/she coordinates their working schedule and makes sure they are updated with needed information regularly.
GENERAL / MISCELLANEOUS
Coordination and information with Housekeeping, Engineering, and Guest Relations. Ensures all staff is thoroughly familiar with the Hotel’s emergency procedures and in a state of preparedness for any emergency that may occur. Execution of regular technical/skills training. Is responsible for setting up and maintaining ongoing training programs in the Front Office department in conjunction with the Personnel & Training Manager. Reviews Duty Manager/Night Manager book daily and takes corrective action when necessary. Also reviews switchboard logbook daily. Maintains a monthly overview of the vacation- and public holiday balance of all his/her staff and delivers a monthly consolidated summary to HR. Manager. He/she is familiar with all related company documentation and especially with the relevant Operational Standards Manual for his/her field of responsibility. Assumes responsibility of Duty Manager when scheduled to do so. Other duties as assigned. Comply to all work-related instructions as it may arise.