GSR Team Leader

Reports To: Front Office Manager
Indirectly Reports To: Operations Manager
Job Scope
Assist in the management all aspects of the Front Office (for example guest registration, concierge/ porter services, business centre, telephone services and guest reservations) to deliver a guest experience that is unique and brings the brand to life.
PASSIONATE - The energy that drives everything from the service philosophy to the commitment to delivering the best stay for guests
FORWARD - Always looking ahead to account for the needs of next-gen travellers. This includes spaces, amenities and technology.
ENGAGING -Welcoming guests in an inviting environment that allows for collaboration and exploring curiosity without pretence.
At Cycas Hospitality we look for people who are dynamic, confident and ambitious; people who excel in their role and help our guests succeed too.
Key Relationships
+ Hotel Senior Management Team
+ Heads of Department
+ Brand Team
+ Key internal and external stakeholders
+ Cycas Hospitality Team
+ Competitors, Revenue:
+ Oversee night audit function and preparation of daily financial reports
+ Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk
+ Display a pro-active and consistent approach to stock control, cost control and cash control
+ Be actively involved in executing revenue strategies and sales initiative by being an integral part of the rooms division team
Cycadettes:
+ Manage day-to-day staffing requirements, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance
+ Educate and train team members in compliance with national and local laws and safety regulations
+ Ensure staff are properly trained and has the tools and equipment to carry out job duties
+ Ensure staff are properly trained on systems, security and cash handling procedures and service and quality standards
+ Ensure the Front of House team are developed to provide a hospitable service in line with brand standards
+ Ensure the Front of House team are aware of hotel availability and take every opportunity to maximise room sales
+ Develop the Front of House team to anticipate guest needs, act upon and follow up guest requests and deliver a level of service and responsiveness that generates compliments
+ Display a pro-active and innovative approach to skills development and standards enhancement within the Front of House team
+ Actively develop your team's awareness of revenue capture and resolving positing errors and guest queries relating to charges, in order to protect revenues
Guest Experience:
+ Ensure Front Office staff provides guests with prompt service, professional attention and personal recognition
+ Ensure guests are greeted upon arrival ad make time to interact effectively with guests
+ Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
+ Conduct routine inspections of the Front of House and public areas and take immediate actions to correct any deficiencies
+ Ensure communication procedures are effective and efficient on a day-to-day basis so that service standards are not compromised
Responsible Business:
+ Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
+ Train team members on telephone procedures and serve as a central communications point during emergency/crisis situations
+ Actively develop positive and effective communication between the Reception, Maintenance and the Housekeeping Team
+ To have a full understanding of all systems and programmes e.g. Marsha, Opera etc
+ Being pro-active in getting things done and exceeding expectations of both guests and colleagues where possible
+ Develop interactive customer relations and to be aware of any possible future requirements. To relay such information and ideas to the Front Office Manager for the enhancement of customer expectation
+ Perform other duties as assigned
Accountable for:
Self-Management
Customer Service
Health Safety & Security
The above is designed to help you in the understanding of your role and is not intended to be a definitive list of your duties, as flexibility in meeting company and guests is required by all employees.
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