Roles: Responsibilities:
- Ensure all booked out situations are handled in a diplomatic and professional manner ensuring future business from respective booked out guests.
- Ensure guests are communicated with and assisted in an efficient, warm and professional manner by all team members.
- Adhere to all Resort rules and regulations as per Service Standard Policies and procedures.
- Ensure the reception team members will work with a sales focused attitude and are aware of sales
- opportunities within the resort which will assist with the maximization of revenue.
- Attending daily operation meeting and all group meetings. Actively participate in guest events when requested.
- Ensure all team members are aware of all room revenue targets and are kept informed of performance results.
- Review VIP arrival& special events.
- Ensure all non-guaranteed reservations are released at the appointed time.
- Adhere to the resort selling strategy by ensuring the use of correct rates.
- Ensure a consistently high standard of presentation is maintained for both the department and the team members.
- Actively review guest comments and feedback, communicate this with the team members and implement procedures to enhance guest satisfaction.
- Have full knowledge of all products and services provided by the resort and in the local area.
Schedule and maximize annual leave for team members during low demand periods. - Ensure regular communication meetings are held within the department.
- Implement a full training plan within the reception to develop all personnel to their full potential.
- Ensure daily shift handovers are conducted in a professional and constructive manner.
- Regularly spot check duty shift checklists to ensure tasks are completed.
- Review daily reports to ensure system is being maintained as per company policies and procedures.
- Ensure new team members are fully trained and certified to carry out duties as per resort standards.
- Monitor and keep up to date all training records and schedules to ensure planning and completion is carried out as per resort standard.
- Conduct appraisals with all team members.
- Actively develop team member skills and performance through coaching and training.
- Maintain and oversee accuracy of guest profiles and remarks.
- Adhere to resort credit policies to ensure all expected revenues are secured.
- Review, maintain and implement systems and procedures as directed.
- Spot check registration cards to ensure accuracy of data is collected as per Dubai Authority and resort standards.
- Spot check passport scans to ensure accuracy as per Dubai Authority requirements.
Ensure closure of any pending revenue (paymasters) in a timely manner adhering to finance policies and procedures. - Ensure that all Ledger accounts and PMs are resolved and settled.
- Review the LQA & Mystery Shopper results and prepare a plan of action.
- Maintain quality documentation.