Senior Assistant Manager - Lobby

Hospitality

 JOB TITLE

• Senior Assistant Manager - Lobby

PLACE OF WORK

• Duty Management

SCOPE AND GENERAL PURPOSE

• Lobby

RESPONSIBLE TO

• Executive Manager

LIAISES WITH

• Front Office
• Rooms Division Management
• F&B
• Banqueting.

LIMITS OF AUTHORITY

• Can compliment guest accommodation if s/he feels guest has not received standard of service required, this must always be done in conjunction with the General Manager, Deputy General Manager or Rooms Division Manager.
• Can compliment guest food and drinks as above.
• Can authorize complimentary use of hotel transport if required.
• May not make policy or procedural changes without prior approval of General Manager or Deputy General Manager.
• May not make statements to the press.
• Assumes total, and overall control of hotel between 17h00 and 08h00

MAIN DUTIES:

• Is present in front hall areas during peak customer time, to ensure that key object of welcoming and bidding farewell to all room guests is achieved, to maximize level of guest recognition, and so engender, repeat and referral business.
• Ensures all welcome back and VIP suites and rooms are checked and conforms with laid down and agreed hotel standards, prior to guests arrivals.
• Ensures gifts are placed in guests rooms in accordance with laid down procedures.
• Is responsible for ensuring all guests are contacted 10 minutes after arrival, and that Room Service and Valet also contact to ask if service is required.
• Instructs Housekeeping as to whom receives VIP turndown.
• "Rooms" all suite arrivals.
• Communication through log book for routine matters to senior line management
• Personally discusses with executive manager non routine matters
• All guests to leave hotel feeling good and motivated to return and recommend the hotel
• All hotel policies, procedures and standards as laid down and agreed are maintained.
• Tight, effective and well controlled security.