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Essential Duties and Responsibilities

Operations

• Develop and implement Action Plan to meet the goals of the Front Office department.
• Maintain safe working conditions and practices. 
• Ensure service to all guest follows established standards, is consistent, efficient and courteous.
• Practice emergency procedures in compliance with hotel/company standards; react and assist in hotel emergency situations as needed.
• Maintains complete knowledge at all times of:

a.All hotel features/services, hours of operation.

b.All room types, numbers, layout, décor, appointments and location.

c.All room rates, special packages and promotions.

d.Daily house count and expected arrivals/departures.

e.Room availability status for any given day.

f.Scheduled in-house group activities, locations and times.

g.All hotel and departmental policies and procedures.

• Tour hotel daily; audit staff adherence to hotel policies and procedures; follow up with designated personnel where needed.
• Prepare weekly work schedules and Manager on Duty schedules in accordance with staffing guidelines and labor forecasts. Participate in MOD program.
• Adjust schedules throughout the week to meet the business demands. 
• Assign work duties to associate in accordance with divisional procedures.  Communicate additions or changes to the assignments as they arise throughout the week. Identify situations that compromise the division’s standards and delegate these tasks. 
• Inspect the grooming and attire of staff; rectify any deficiencies.
• Assist associate with their job functions to ensure optimum service to guests.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Monitors and ensures that all cashiering procedure comply with Accounting policies  and standards:

a.Contracted banks

b.Shortages/overages

c.Late charges

d.Petty cash/paid outs

e.Adjustments

f.Posting charges

g.Making change for guests

h.Cashing personal/travelers checks for guest

i.Payment methods/processing at check-in

j.Settling accounts

k.Closing reports

l.Cashier reports

m.Balancing receipts

n.Dropping receipts of daily work

o.Securing banks at all times

• Assists accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
• Assists associate with expediting problem payments.
• Anticipate sold-out situations and know how many rooms are overbooked. Assist in locating alternative accommodations for guests and assist in “walking” guests, following hotel policies and procedures. Follow-up the next day to ensure that guests are welcomed back to the hotel in accordance with hotel policies and procedures.
• Review resumes for arriving groups; follow up with all departments to ensure preparations are made for arrivals.
• Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.
• Ensure security measures are in place. Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
• Complete Lotus Log Book for maintenance repairs and submit to Engineering.  Contact Engineering directly for urgent repairs. Check and follow up on Guest logs to ensure timely completion.
• Document pertinent information in department’s logbook.
• Assist in any Front Office inventories.

Communications and Training

• Interview applicants for departmental managers and any other positions as needed.
• Monitor the hiring, evaluation, training and discipline of all hourly associates by department managers to ensure consistency in administering direction; follow up with corrections where needed.
• Mentor and train appropriate associates to next managerial position. Mentor and train appropriate department heads to the next level. 
• Implements and manages hotel’s daily operations including goal communication, associate empowerment, compliance to Standards of Product and Performance, service recovery and problem prevention. Disseminates feedback from comment cards, guest satisfaction and service failure measurements and coaches accordingly. 
• Constantly monitor associate performance in all phases of service and job functions, ensuring that all procedures are carried out to divisional standards; rectify any deficiencies with respective personnel.
• Monitor the associate’s interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Observe guest reactions and confer frequently with associate to ensure guest satisfaction.
• Promote positive guest relations at all times.
• Monitor and handle guest complaints, ensuring guest satisfaction.
• Provide feedback to all associate on their performance.  Handle disciplinary problems and counsel employees and managers according to hotel standards.
• Foster and promote a cooperative working climate, maximizing productivity and associate morale.
• Monitor the effectiveness of implementing staffing guides.
• Provide training, development, professional discipline and positive support for all management personnel to ensure qualitative standards and growth for both the individual and the operation.
• Administer annual performance evaluations for all managers.
• Ensures regular, on-going communication in Front Office Department (e.g., pre-shift briefings, Department Meetings) continually communicates a clear and consistent message regarding departmental goals to produce desired results.
• Attend designated meetings. Facilitate divisional and departmental meetings and strategic planning meetings.
• Help conduct stand-up meetings; review all information pertinent to the day’s business.
• Support Market Metrix; strive to continuously improve. 
• Ensure by example that the Rosewood Hotels and Resorts philosophy is known.
• Observe standards for the department in image, appearance, and grooming; properly represent the company and the profession to outside organizations and the community.
• Be knowledgeable of, implement, communicate, and comply with policies of Rosewood Little Dix Bay , its Talent & Culture Department, and Rosewood Hotels and Resorts.
• Be an ambassador of the Resort and the company at all times, in and out side of the work place.
• Ensure security and confidentiality of all guest and hotel information.
• Submit monthly Front of house report to the Hotel Manager 
• Drives the LQA and Forbes culture and ensures that brand standards are applied daily
• Conduct Random LQA /FORBES quality checks and internal inspection and maintain all checklist records.
• Prepare & Maintain Personal performance profile of every team member in the front of house department (Front Desk / Butler).  

Financial Performance

• Review departmental/divisional profits, payroll expenses, cost per occupied room, previous day’s occupancy and room revenues. Compare to projections and develop action plan if off target. 
• Review and maintain other expense control sheet. 
• Identify and implement methods for efficiency and reduction of payroll costs.
• Review and audit expenses; paid-outs; miscellaneous; and verify all travel agents’ payments before sending.
• Prepare monthly, quarterly and yearly Front Office financial forecasts.
• Prepare annual capital expenditures report.
• Administer pay increases according to length of service, performance evaluation and hotel policy standards.
• Assist in the development of new marketing ideas within the division.
• Work with appropriate departments in setting future rates and special packages.
• Is knowledgeable of all front office related management contract requirements and ensures compliance with contract and reporting requirements.

Qualifications

• Experience: Minimum five years’ experience in 5 stars hotel and in Rooms Department as Managerial Level. Experience within Rosewood Hotel Group is a must.
• Education: High School Diploma or equivalent required Bachelor Degree in Hotel Management
• General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using       good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
• Technical Skills: Ability to suggestively sell available rooms; ability to input and access information into System; ability to remain calm and courteous with demanding/difficult guests; ability to perform job functions to standards under pressure; ability to ensure security and confidentiality of guests; ability to work without directs supervision.
• Language: Required to speak, read and write English, with fluency in other languages preferred.

An eco-friendly resort ahead of its time, Rosewood Little Dix Bay has always featured the natural environment at the heart of its design. One of the first Caribbean resorts to promote sustainable luxury, the beachside retreat has welcomed guests to a world of undiluted tropical splendor for over half a century. Located within 500 acres of untamed natural gardens, Rosewood Little Dix Bay is surrounded by astonishingly clear blue seas, rugged hills, beautiful isolated beaches and spectacular geological formations. Long regarded as one of the world’s greatest getaways, this exclusive resort, originally developed by conservationist Laurance Rockefeller, offers a level of refinement and seclusion unrivaled in the Caribbean.