To provide leadership in day to day running of the Front of House Operations, Hotel Rooms and In House Guest Relations. Strives to promote excellent customer experience while providing world class products and services.

• Provide leadership in day to day running of the Front of House Operations, Hotel Rooms and In House Guest Relations.
• Promote excellent customer experience while providing world class products and services.
• Be the Champion in promoting Reef Hotels Brand.
• Assume responsibility for tracking targets, reporting on targets achieving targets and finding ways to surpass targets.
• Motivate high performing departmental teams by mentoring team leaders who have credibility throughout the organization.
• Provide supervision and management of day- to-day affairs of the Division within policies established and agreed by the Management.
• Lead the Front Office, Reservations, Guest Relations teams in providing exceptional customer service in line with policies and procedures.
• Lead the Housekeeping team in keeping all the guest rooms, public areas sparkling clean for the purpose of guests comfort.
• Ensure that team members have been adequately trained on the SoP’s and there is 100% compliance in the implementation.
• Based on targets agreed by the General Manager, recommends any improvements or changes to these plans based on business performance and market reality and customer feedback.
• Prepares periodic progress reports on performance for each department to be submitted to the General Manager.
• Support the Marketing Team in promoting and maximizing sales in accommodation.
• Develop and implement standard operating procedures (SoP’s) for all departments/ teams.
• Conduct monthly reviews of staff performance with a view to either replacing staff, promoting staff or changing staff positions based on their competence.
• Establishes guests satisfaction feedback system.
• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
• Be visible and available to guests on a regular basis to monitor service delivery and obtain feedback on real-time.
• Develops revenue enhancement packages and ideas in coordination with the sales team to specifically increase revenues in the following areas: Direct Sales, Corporate Sales, Online channels i.e. Booking.com, Corporate website (Reef), Last minute walk in business, Preferential discounting, Etc.
• Create an auditing system to ensure that all enquiries are replied to and documented as swiftly as possible. Maintains a data basis of all enquiries.
• Create an agenda for social media after consultation with the Marketing And Sales Team.
• Review competitors pricing on a regular basis and reports to General Manager and Financial Controller for any changes to targets based on this review.
• Continuously strive to get more positive reviews on Trip Advisor etc.
• Foster ethical and responsible decision-making.
• Display ethical practices in all your interactions.
• Take part in corporate social responsibilities.
• Be responsible for communicating the organization’s Vision, Mission and Values.

• Leadership
• Operational Management
• Customer Service Excellence
• Team Motivation
• Revenue Enhancement
• Sales Maximization
• Standard Operating Procedures (SoP) Development and Implementation
• Staff Performance Review
• Guest Feedback Systems
• Social Media Management
• Competitor Analysis
• Ethical Decision-Making
• Corporate Social Responsibility

• Bachelors Degree
• 3 years of experience
• Proficiency in English