Principle Responsibilities & Position Purpose:

Assist and support Director of Human Resources by coordinating the efforts of the human resources team in the day to day operation. Align the human resources function with the overall strategy of the hotel operation.

ESSENTIAL FUNCTIONS

1. Ensure Hilton’s 3C’s and Brand Service standards are consistently practiced by all team members

2. To be fully conversant with the Hotel Emergency and Evacuation procedures, ensuring all Front Office personnel are competently trained in such procedures and to conduct regular emergency procedure checks as required by your Manager

3. Supervising all Front of House Activities.

4. Assisting all Front of House Areas as required: - o Reception with Check-in and Check-out o Concierge and Luggage Porters o MAGIC centre o Guest Relations o Other areas as and when required

5. Maintaining a high level of morale within the department by assisting and supporting the team and processes put into place.

6. Co-ordinating with other departments within the hotel regarding customer requirements, future bookings, sales trips and conferences etc.

7. Ensuring that all guest complaints are dealt with immediately. All complaints to be handled efficiently and professionally with complete follow-up so those guests leave and return with a good impression of the Hotel.

8. Attend daily morning briefings with General Manager, Director of Operations and Head of Departments.

9. All incidents to be recorded on an Incident Report form and emailed to General Manager Director of Operations and Head of Departments.

10. Ensuring full handover on a daily basis to team members as to activities taking place and logistics of the operation.

11. Meeting and maximizing revenue through upselling, developing new clients and ensuring current guests become regular guests.

12. Monitoring and ensuring cleanliness of the Front of House area.

-Strong command of English both written and speaking
-Highly self-motivate
-Experience in 5 stars hotel of international chain minimum 5 years
-Strong communication skills
-Good judgment
-Problem solving skills
-Complaint handling
-Familiar with Opera system
-Computer skills
-Able to train others