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- To be an ambassador of the FrontOffice and of the hotel, in and outside the workplace.
- To ensure the efficient running of theday and evening operations in the hotel.
- Tooversee directly the ambassador on evening shift of the hotel andthe Front Office operations during the morning / night shift,including the Reception, CID, Bell Desk, Concierge, GuestRelations, Business Center, Airport representatives, Drivers andValet Parking, ensuring that the hotel standards and procedures arefully known and followed.
- To ensureuncompromising levels of cleanliness and maintenance of the lobbythroughout the day and evening.
- To ensureappropriate stock level for the smooth run of the morning andevening operations and to approve requisitionsaccordingly.
- To ensure a proper use of thetelephone etiquette as per Sofitelstandards.
- To ensure a proper coverage andsupervision of all the sections at all times during the eveningshift at the Lobby, Concierge, Porter and Front officecounters.
- To be present in the reception orlobby during check-in and check-out time or any event and tosocialize with guests, playing a Public Relationsrole.
- To ensure that all guests receive a warmwelcome and that they enjoy their stay being offered the finestpersonal service.
- To personally greet andescort the guests rather than pointing outdirections.
- To ensure that the privacy of theguests and the confidentiality of the information isrespected.
- To act as a representative of theManagement when dealing with guest complaints or if an ambassadormember is facing difficulties that he/she cannot solve on his/herown.
- To manage any guest complaint in aprofessional manner by resolving it and making sure the guest issatisfied, and always logs all complaint.
- Tocall the DOR for advice in serious cases or if an approval isrequired.
- To be fully aware of and to reportall guest comments or complaints.
- To ensurethat Guest History records are accurately maintained and allrecurring guests are pre-registered.
- To ensurethat the evening arrival lists are updated, transportation andairport services are scheduled and all the rooms are blockedaccording to guest requests and needs.
- Toensure proper completion of all CID and local governmentrequirements concerning hotel guests andfiles.
Duty Manager - Ras Al-Khaimah, United Arab Emirates - Hotel Chadstone Melbourne MGallery
