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

Key Job Responsibilities

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.