Head of Rooms & Corporate Affairs Division

1. Leadership

1.1. Be the Champion in promoting Reef Hotels Brand.

1.2. Assume responsibility for tracking targets, reporting on targets achieving targets and finding ways to surpass targets.

1.3. Motivate high performing departmental teams by mentoring team leaders who have credibility throughout the organization.

 2. Operational Management

2.1. Provide supervision and management of day- to-day affairs of the Division within policies established and agreed by the Management.

2.2. Lead the Front Office, Reservations, Guest Relations teams in providing exceptional customer service in line with policies and procedures.

2.3. Lead the Housekeeping team in keeping all the guest rooms, public areas sparkling clean for the purpose of guests comfort.

2.4. Ensure that team members have been adequately trained on the SoP’s and there is 100% compliance in the implementation.

2.5. Based on targets agreed by the General Manager, recommends any improvements or changes to these plans based on business performance and market reality and customer feedback

2.6. Prepares periodic progress reports on performance for each department to be submitted to the General Manager.

2.7. Support the Marketing Team in promoting and maximizing sales in accommodation

2.8. Develop and implement standard operating procedures (SoP’s) for all departments/ teams

2.9. Conduct monthly reviews of staff performance with a view to either replacing staff, promoting staff or changing staff positions based on their competence.

 3. Exceptional Customer Services

                                       3.1. Establishes guests satisfaction feedback system. This means in reality an                                                     aggressive way to direct clients to deliver their feedback via social media, such                                        as google, trip advisor etc. which is the biggest promoter of a client's business.                                              3.2. Reviews guest feedback with leadership team and ensures appropriate                                                                    corrective action is taken.

                                      3.3. Be visible and available to guests on a regular basis to monitor service delivery                                        and obtain feedback on real-time.

                                               Enhancement of Revenue  

                                                4.1. Develops revenue enhancement packages and ideas in coordination with the                                           sales team to specifically increase revenues in the following areas:

·         Direct Sales;

·         Corporate Sales

·         Online channels i.e. Booking.com

·         Corporate website (Reef)

·         Last minute walk in business

·         Preferential discounting

·         Etc

                                                4.2. Create an auditing system to ensure that all enquiries are replied to and                                                       documented as swiftly as possible. Maintains a data basis of all enquiries.

                                                4.3. Create an agenda for social media after consultation with the Marketing

                                                And Sales Team               

                                                4.4. Review competitors pricing on a regular basis and reports to General

Manager and Financial   Controller for any changes to targets based on this review

                                                4.5. Continuously strive to get more positive reviews on Trip Advisor etc. which is a                                         direct loop to better sales.

                                          5. Social, Environmental and Ethical Practices

5.1. Foster ethical and responsible decision-making.

5.2. Display ethical practices in all your interactions.

5.3. Take part in corporate social responsibilities

5.4. Be responsible for communicating the organization’s Vision, Mission and Values,