Description Position Overview This is a high-pressure position involving support and interaction with key clients. You will be responsible for the smooth operation of the Guest Services function in a Village, including customer service, reception, and back of house tasks, including high volume data processing and group check-ins on a regular basis. A major focus is on assisting high profile companies, contracted to Civeo, to manage their room allocations effectively to optimise their contracts and maximise Civeo revenue. This role also supervises the work of the Senior Guest Services Assistants and Guest Services Assistants. Responsibilities Primary Duties and Responsibilities People To manage the Guest Services team, ensuring timely and efficient processing of check-ins, check outs and reservations data, generating a culture of service excellence and a friendly but professional front-of-house atmosphere. To develop rosters and staffing structures to ensure the availability of sufficient staff at appropriate skill levels at all times to deliver quality services. To develop meaningful objectives and KPIs for all direct reports, ensuring these fit with overall Civeo objectives and to cascade these throughout the whole team in a consistent meaningful manner. To carry out annual appraisals to measure individual and team performance against these objectives, establishing development needs and succession plans, and regularly providing feedback to the team on the achievement of overall Guest Services and Civeo objectives. To establish open communication between Guest Services and other Village teams to ensure an excellent, timely and high standard of service is provided for guests and clients. To promote a safety culture amongst staff by providing information, training, instruction and supervision in managing workplace risks To undertake technical and other training as required, and to attend periodic team and individual meetings as required. To deal with disciplinary matters promptly, fairly, and in line with Civeo procedures and policies. To facilitate an open, values-based culture, championing Civeo as a best practice employer, and to inspire Village management to deliver continuously improving employee satisfaction targets. Promote a safety culture amongst staff by providing information, training, instruction and supervision in managing workplace risks. Customers To ensure that a professional and service-based hospitality culture is maintained by the Guest Services team with a focus on service excellence. To establish good customer relationships, building client confidence in the services provided by Civeo. To be fully conversant with client agreements including allocation totals, terms and tariffs and ensure these are managed effectively. To develop and maintain strong and equitable relationship with key clients to ensure service levels exceed their expectations. To assist the Operations Support team in continuous improvement in the overall efficiency of the reservation process, including speedy check-in and check-out. To maintain working client files and understand individual client contractual requirements. Facilitate and maintain a safe environment for our customers. Process To ensure the proper implementation of reservation and allocation procedures. To monitor and manage room allocations to ensure yield and usage can be accurately gauged to optimize occupancy. To manage workload and staffing levels to ensure timely turnaround on all booking notifications and requests. To ensure all reporting is accurately produced and circulated in a timely manner per periodic reporting schedules. To undertake general front office reception duties as required. To accept and forward maintenance requests from both clients and housekeeping. To liaise closely with the Housekeeping Manager regarding cleaning schedules and room availability. To ensure all client back charges from Department Heads are applied to invoicing. To regularly audit the accuracy of data entry undertaken by the Guest Services team. To liaise with catering staff in relation to meal requests. To ensure all health, safety, quality and environmental standards are strictly implemented, ensuring a safe environment for employees, customers, contractors and visitors, delivering year on year reduction in non-compliance and incidents. To maintain all agreed health, safety, quality and environmental accreditations, including but not limited ISO 45001, ISO 9001, ISO 22000, ISO 14001 and HACCP. To unload and store stock and supplies. To use simple IT systems and cash collection systems as necessary. Finance To ensure compliance to Civeo Credit Policy and oversee the maintenance and management of aged receivables. To prepare accurate Cash Summary Reports. To facilitate random and programmed audits of Guest Services. To ensure the accuracy of all reservations and billing data, resolving queries in a timely manner. Other Any other required duties appropriate to the scope, nature and seniority of the role. Qualifications Professional Qualifications Grade 12 standard of education with ability to read, write and perform numerical calculations commensurate with the duties of the position. Ability to read, write and speak proficiently in the English language. Experience Proficient with Microsoft Office software. Skilled in the utilization of point of sale (POS) systems. Experience in Workplace Health and Safety requirements for the hospitality industry. Skills Knowledge of workplace safety systems and compliance, including responsibilities to self, other persons and property, including the safe operation of plant and equipment and manual handling. Experience in Accommodation software packages (e.g. MICROS, RMS). Experience in staff supervision.
