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POSITION SUMMARY:
Organizes and supervises the activities of the Front Office Department during the assigned shift.
Ensures that a high level of discipline is maintained by the staff of the high level of guest satisfaction is ensured. Performs other duties assigned by the Head of Front Office or if job demands.

TASK PERFORMED:
1. Has complete knowledge of the Hotel Standards, Policies and Procedures and performs accordingly.
2. Organizes the daily duties and work at the Front Office.
3. Takes personal interest in guests’ welfare by ensuring that proper guest contact skill is maintained within the department and that guest satisfaction is maintained throughout their stay.
4. Takes responsibility in coordination with the Head of Front Office for the efficient handling of VIPs and coordinates treatment with concerned departments.
5. Takes necessary action in the reporting and the follow up of „out of order rooms”.
6. Handles discrepant rooms.
7. Clarify departures.
8. Clarifies method of payment with guests.
9. Controls the City Ledger and the Guest Ledger.
10. Handles full house situation. Checks arrival list and double bookings. No shows. Turn away.
11. Handles groups. Assures groups are handled efficiently. Handles groups check out.
12. Personally inspects rooms in order to ensure high quality of service.
13. Handles personally guests complain in effective manner and resolves disputes in regard to guest room accounts. Implement the Hotel Satisfaction System as a tool to achieve maximum guest satisfaction.
14. Makes periodic inspections on Lobby area in regard to Assist front desk operation by active participation when required.
15. Conducts daily inspections of the luggage room, concierge desk, switchboard.
16. Participate or supports actively Progress team.
17. Recognizes and encourages good performance in interest of staff development and growth.
18. Maintains effective guest relations internal and external to ensure repeat business.
19. Keeps a smooth and professional working relationship to peers, colleagues and staff.
20. Is responsible for the timely and regularly supply of the Front Office with the necessary materials and stationary for the smooth operation.
21. Attends meeting as per policy.
22. Reports to the Head of Front Office on deficiencies and irregularities noted in the operation in view of constantly improving the performance of the operation in general.

PREREQUISITES:
Education:
University Degree or equivalent.
Must speak, read, write, and understand the primary language used in the workplace. (Albanian, Italian and English are mandatory).
Must be able to speak and understand the primary language used by the guests who visits the hotel.

Experience: Previous hotel-related experience is mandatory, at least 3 years.

If you do fulfill all the mentioned criteria please send your application with a photo to the email address: hr@plazatirana.com within 31/12/2017.
Only suitable candidates will be contacted through phone or email address.

Thank you!
Human Resources Department