Office manager vacancy in Essen Germany

Essential Job Functions:

1. Maintain complete knowledge of:

• All hotel features/services hours of operations
• All hotel restaurant food concepts menu price range dress code and ambiance
• All hotel room types numbers/names layout appointments amenities and locations.
• All hotel room rates special packages and promotions.
• Daily house count and expected arrivals/departures
• Scheduled daily group activities names and locations of meeting/banquet rooms.
• Room availability status for any given day.

1. Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
2. Ensure all Ladies and Gentlemen practice the three steps of service as outlined in the Ritz-Carlton Credo.
3. Enlivening the Ritz-Carlton Gold Standard during every guest engagement
4. Ensure that the grooming standards of all staff are impeccable.
5. To ensure that all work areas are kept in a tidy and organized fashion and it must always be manned ie: front desk hostess stand front entrance etc.
6. To personally handle guest opportunities and special requests and ensure that 100% of our guests have a wonderful and memorable say with us at The Ritz-Carlton Millenia Singapore.
7. To assist in follow up of all Guest Incident raised in Mystique.
8. To continuously train staff with a focus on warmth guest contact system efficiency and training certification.
9. Represent the General Manager in his absence.
10. To attend to accidents emergency and fire alarms in the hotel.
11. Personally meet greet escort and fond farewell as many VIP special attention and repeat guests as possible.
12. Ensure that all ‘relocated guests’ are well taken care of and escorted to their new accommodation and brought back the following day.
13. To ensure that vacant rooms are turned in a timely manner and amenities are delivered successfully prior to guest’s arrival.
14. The overnight MOD will perform the night audit process and reorganization of files.
15. The overnight MOD will ensure that all public areas are cleaned and are kept in uncompromising level of cleanliness.
16. Maintain a close relationship with the Front Office Manager and Assistant Front Office Manager to share concerns and improvements on the hotel at a large.
17. Access all functions of computer systems according to established procedures and standards.
18. Answer department telephone within 3 rings using correct salutations and telephone etiquette.
19. Promote positive guest relations to all individuals approaching the Front Desk.
20. Ensure Upsell records are accurately updated in spreadsheet and display at back office.
21. Accommodate all guest requests expediently and courteously. Follow up with designated hotel personnel to ensure completion of request.
22. Process al guest check-in according to established hotel requirements:
23. Confirm reservation in system and review all noted information.
24. For guests without a reservation sell a room type agreed upon.
25. Register guest in the computer and generate a registrations card.
26. Verify registration card information with guest.
27. Obtain back-up information for guest credit/payment method and input into system collect cash when designated.
28. Assign guestroom.
29. Advise guest of any messages mail faxes etc received for them.
30. Inform guest of room key procedures.
31. Communicate services and amenities included in packages to guests on packages.
32. Obtain guest signature on registration card.
33. Introduce Guest Relations Officer to escort guest to their rooms
34. Communicate to Bell Services to ensure luggage delivery to the room if any
35. Collect guest preferences for all guests.
36. Communicate VIP and Repeat Guest arrivals to designated personnel for escort and delivery of amenities.
37. Ensure all VIPs are communicated via walkie through the Rooms Division
38. Accommodate room changes expediently.
39. Handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.
40. Document all guest requests complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 20 minutes to ensure completion and guest satisfaction.
41. Take record and relay messages accurately completely and legibly. Distribute hotel personnel messages to appropriate individuals.
42. Accept and record wake-up call requests communicate to Communications.
43. Issue safe deposit boxes to guests and ensure security of keys.
44. Block rooms in the computer and follow through on designated requirements.
45. Ensure VIP rooms are blocked three days in advance
46. Ensure VIP rooms arriving the subsequent day have the accorded preference
47. Pre-register designated V3 guests and prepare key packets for Rooms Controller if necessary
48. Communicate pertinent guest information to designated departments/personnel (i.e. special requests amenity delivery).
49. Check discrepancies on the room status that will be forwarded by Rooms Controller.
50. Process all check–outs according to established hotel requirements.
51. Resolve any late charges. Ensure of accuracy of late charge being done and approve accordingly.
52. Present folio to guest and resolve and disputed charges.
53. Settle guest accounts following standards accounting procedures.
54. Retrieve guestroom key form guest
55. Enquire guest comments on their stay.
56. Walk out of the desk to shake the guest hand and thank him for staying with us
57. Ensure express checkouts are processed throughout the shift.
58. Handle requests for late checkouts according to established hotel procedures.
59. Conduct group check-ins/outs according to established hotel procedures.
60. Assist all departments /executives in obtaining appropriate information regarding groups inventory and guest information.
61. Adhere to all cashiering procedures:
62. Process credit card transactions special requests and miscellaneous charges accordingly.
63. Make changes for guests if and when necessary.
64. Cash foreign exchange and travelers checks.
65. Post charges.
66. Settle room accounts
67. Run ledger reports count float at end of shift
68. Complete designated cashier reports
69. Balance all transactions
70. Drop media at Loss Prevention box
71. Hand over cashier remittance to Loss Prevention
72. Secure float
73. Legibly document all events in MOD log
74. Successful completion of the training/certification process.
75. Perform any task assigned by any manager.
76. Take down system and perform night audit functions as specified.
77. Follow all company policies and procedures.

Secondary Job Functions:

1. Assist Front Desk Bell Services and Guest Relations as assigned.
2. Provide guestroom and hotel tours.
3. Legibly document maintenance needs on work orders and submit to manager.
4. Conduct KRA Sessions with Guest Services Agents.
5. Participate in Quality Improvement Teams for the enhancement of hotel processes.
6. Ensure Front Office Monthly Department Meetings are conducted.
7. Submission of Good Ideas and WOW Stories