Front Office Team Leader

Rydges Camperdown is a 146 rooms hotel located just minutes from the Sydney CBD. Rydges is part of EVT, a proudly Australian-owned company with over 100 years' experience in hospitality, entertainment and leisure in Australian & New Zealand. Our hotels stretch from Sydney to Queenstown to Perth and each is locally inspired, just like our team, our customers and you. We're for making the day better. We include. We nurture talent and promote internally. 

Position Overview:

Under the supervision of the Front Office Manager, and within the limits of established EVT Group Policies and Procedures, operates within the Front Office function to ensure that guest needs are satisfied.

Responsible for working in and as directed/required leads and oversees all aspects of Front Office whilst on duty, including (but not limited to) guest registration, business centre, telephone services, concierge services, and reservations to deliver an unique and personalised guest experience. Ensure guests receive prompt, professional service, personal recognition and a seamless Front of House experience. Coordinate all guest requests whilst demonstrating the Winning Ways at all times.

Our Vision is being leaders in creating experiences and properties that escape the ordinary. 

Our Purpose is to make the day better for ourselves, each other, our group, our customers and communities. We do this by living our values of empowerment, possibilities and community. We achieve our Vision and Purpose by delivering on our goals and values.

Our Goals

• Growing revenue above market
• Maximise assets
• Business transformation

Our Values

• Empowerment: We make it happen
• Possibilities: We evolve and innovate
• Community: We make the connection

Key Accountabilities

 GUEST EXPERIENCE

• Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.
• Provides functional assistance and direction to all departments.
• Cooperates, coordinates and communicates with other hotel departments as required.
• Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
• Responds to guest needs and resolves related problems
• Supervises and directs Front Office personnel as required
• Supports and assists Front Office personnel and all departments at peak periods.
• Ensures VIPs and EVT PGR guests receive special attention
• Inspects front of house and back of house regularly for cleanliness.
• Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
• Checks billing instructions and monitors guest credit
• Analyses and approves discounts and rebates.
• Analyses the rate variance report to ensure rooms revenue control
• Takes action with the Property Management Systems (PMS) in emergency situation.
• Fully conversant with all hotel emergency procedures.
• Ensures front line staff complies with FIT marketing techniques and maximize sales.
• Control the availability of rooms, rooms types, accuracy of room count and rate categories
• Maximise occupancy, revenue and average rate while maintaining high service standards
• Continually check the accuracy of room count
• Approve upgrades and special amenities in absence of manager
• Liaise with Housekeeping Department to ensure room image is maintained and the "Room Ready on Arrival" policy is adhered to, in addition to special guest needs, amenities and other room related requests are met.
• Interpret computer reports
• Compile statistics for front office and provide reports relating to that area
• Performs other duties as directed

PEOPLE

Room to Have a Great Start

• Ensure you review your job description, Hotel Handbook and attend Orientation.
• Assist Management with recruitment, induction, on-boarding, training, and development of colleagues as a part of the Performance Management Cycle.

Room to be Involved

• Establish and maintain effective working relationships with Management and colleagues alike.
• Provide feedback and share your views, participate in departmental meetings, briefings, read the hotel/corporate newsletters.
• Facilitate regular briefing sessions to maintain communication within the department, conveying all relevant information to colleagues and empowering them.
• Facilitate departmental briefings with a focus on building engagement through colleague events, reward and recognition and activities to help drive the guest experience.
• Provide feedback and share your views, participate in departmental meetings, briefings, read the hotel/corporate newsletters.
• Communicate guest complaints, comments, concerns and any other relevant information to management in a timely and professional manner.
• Participation in the employee surveys and assists with continuous improvement activities.
• Review Guest Surveys and support team on improvement initiatives
• Participate in a local community activity at least once per annum.

Room to Grow

• Participate in regular discussions with your Manager/Supervisor regarding your Performance and future Career Path
• Partner with Reception Manager to manage personal development for line staff within the department, including administering Probationary, Mid-Year and End of Year Performance Development Reviews and Performance Development Plans
• Attend and participate in EVT's training and development programs
• Provides input for Front Office meetings.

Room for You

• Ensure OH&S standards and procedures are in place and staff receives the relevant training and refresher training to keep their knowledge up to date on hazards, operating procedures, use and maintenance of equipment and emergency response procedures.

RESPONSIBLE BUSINESS

• Occupational Health and Safety Responsibilities:
• Undertake all practical measures to identify, assess, control and monitor workplace risks to health
• Develop procedures and guidelines relating to specific workplace health and safety issues within the Departments.
• Integrate safety responsibilities into job descriptions for supervisors and individual staff.
• Evaluate staff performance with reference to workplace health and safety responsibilities and performance standards.
• Schedule time for the undertaking of training and other safety tasks
• Provide a budget allocation for safety resources including hazard control measures, protective equipment, training, building and furniture modifications.
• Where applicable, prepare a statement of contractor and purchasing controls which requires contractors/suppliers to conform to the company's workplace health and safety standards and procedures.
• Establish a system for the identification of hazards, evaluation of risks, and design and implementation of hazard control measures
• Ensure implementation of corrective action arising from accident investigation and hazard reports.
• Implement Rydges procedures for the processing of worker's compensation documents
• Implement Rydges procedures for workplace rehabilitation for injured or ill employees returning to work.
• Ensure the provision of induction and refresher training to ensure ability of staff to discharge allocated workplace health and safety responsibilities
• Ensure supervision of the workplace health and safety aspects of work undertaken by staff.
• Ensure that training is conducted at least every year for fire and emergency evacuation procedures, and for the use of fire, emergency and other safety equipment.
• Ensure health and wellbeing initiatives are promoted and communicated to team members
• Ensure health and wellbeing initiatives are accommodated and/or facilitated by the department where ever possible

Key Metrics

• Completion of assigned tasks/ projects
• Meeting deadlines
• Key Performance Objectives/Winning Metrics
• Performance Development Reviews
• Heartbeat Survey
• Employee Satisfaction Survey

What we need from you

• Demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Passion for providing connecting and seamless service to ensure a memorable guest experience
• Dynamic, vibrant, confident and professional personality
• A strong working knowledge of a Property Management System, preferably Opera
• Working knowledge of Microsoft Office programs
• Highly developed interpersonal and communication skills both written and verbal
• Superior decision making skills
• Detail orientated
• Ability and willingness to manage multiple tasks, conflicting deadlines and varying guest situations
• Strong teamwork skills, self development focus and a passion for delivering superior results
• High standard of personal presentation
• The flexibility to work on a rotating roster including evenings, weekends and public holidays

Experience

At least 2 years' experience within a Front Office/Guest Services position, including experience in a supervisory or leadership position, preferably within a hotel environment.