CUSTOMER CARE

• Deliver the highest customer service standards at all times seeking opportunities to exceed customer expectations.
• Ensure dissatisfied customers are handled in a professional and sympathetic manner, keeping management informed and endeavouring to find a satisfactory solution & minimising any negative publicity.
• Ensure confidentiality and discretion in all customer and Hotel matters in line with Hotel policy.
• Maintain high standards of personal presentation at all times.

RESPONSIBILITIES INCLUDE:

• Responsible for the smooth running of C&B Service across all C&B departments ensuring highest standard of customer service.
• Take ownership of all weddings/ conferences and other events in terms of planning (liaise with W&E), staffing, making sure all setups are done in timely manner
• Execute all weddings/ conferences and other events
• Establish SOP Manuals C&B and Porters departments.
• Ensure effective rostering for adequate staffing levels in order to maximise sales vs. wage cost control and that staffing levels are checked regularly to cope with levels of business..
• Liaise with Events & Wedding Manager to ensure good communication and smooth operation of C&B areas
• To monitor C&B stock/ equipment/ linen and ensure that adequate levels of stock are maintained.
• To handle all guest queries, requests and complaints in compliance with Best Practice and hotel policy.
• Address any problems or grievances that may arise in the department and deal with them in a professional and courteous manner..
• Ensures that products and services are consistent with what the customer needs that standards are continually updated and that deviations are thoroughly investigated and rectified.
• Ensure security of hotel, stocks, and keys at all times whilst on duty.
• To report any maintenance requirements or hazards on Maintenance log.
• Equipment - All machines and equipment must be kept in good repair. Regular inspections on the conditions of equipment must be carried out, and a log maintained. Follow up on action required, outstanding repair list to be checked on a regular basis.

GENERAL OTHER DUTIES

• Participate fully in new and existing management initiatives.
• Ensure awareness and responsibility for any internal requirements.
• Complete all documentation relating to the role in the Hotel.
• Comply with and ensure compliance to Hotel policies at all times.
• Comply with all relevant legislation relevant to your area of work.
• Observe a professional manner at all times, representing the ethos and values of the Hotel.
• Develop strong working relationships across all departments within the Hotel.
• Contribute towards the efficient and effective delivery of services.
• Carry out all reasonable tasks and requests as assigned by Senior Management.