JOB OVERVIEW

Direct the activities of the Front Office areas and Housekeeping Departments to ensure the achievement of
established quality and guest service standards and departmental revenue and profit goals. Adhere to
governmental regulations concerning hotel emergency procedures, safety, or other compliance requirements,
as well as brand standards and local policies and procedures. Deliver a guest experience that is unique and
brings the brand to life.
At the Grand Hotel Bucharest, we want our guests to feel special, cosmopolitan and In the Know
which means we need you to:
• Be charming by being approachable, having confidence and showing respect.
• Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership
of getting things done.
• Make it memorable by being knowledgeable, sharing stories and showing your style to create moments
that make people feel special.

DUTIES AND RESPONSIBILITIES
FINANCIAL RETURNS:
• Participate in the preparation of the annual departmental operating budget and financial plans. Monitor
budget and control labor costs and expenses with a focus on rate strategy, building initiatives and
inventory management.
• Oversee night audit function and preparation of daily financial reports.
• Prepare and submit statistical, performance, and forecast analyses and reports as required.
• Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory
control.
• Use company systems and processes to maximize revenue. Develop plans to increase occupancy and
ADR through walk-ins and upselling at the front desk.

PEOPLE:
• Direct day-to-day staffing requirements, plan and assign work, and establish performance and
development goals for team members. Provide mentoring, coaching and regular feedback to help manage
conflict and improve team member performance.
• Educate and train team members in compliance with brand standards, service behaviors, and
governmental regulations. Ensure staff has the tools, training, and equipment to carry out job duties.
• Promote teamwork and quality service through daily communication and coordination with other
departments.
• Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in
accordance with hotel or company rules and policies.

GUEST EXPERIENCE:
• Ensure Front Office staff provides guests with prompt service, professional attention and personal
recognition.
• Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond
appropriately to guest complaints, solicit feedback and build relationships that drive continuous
improvements in guest satisfaction.
• Conduct routine inspections of the Front Office and public areas and take immediate actions to correct any
deficiencies.
• Ensure that guest satisfaction data is analyzed and that plans are developed and implemented to achieve
established goals.
• Communicate to appropriate departments all pertinent information related to the expected arrival and
departure of VIPs and other key guests, or other special guest needs.

RESPONSIBLE BUSINESS:
• Regularly audit all financial transactions to ensure governmental regulations and data privacy requirements
are met.
• Act as a central communications point during emergency/crisis situations; develop and maintain
relationships with local fire, police, and emergency personnel.
• Develop awareness and reputation of the hotel and brand in the local community and promote team
member involvement in community outreach efforts.
Perform other duties as assigned. May also serve as manager-on-duty.

ACCOUNTABILITY
This is the top Rooms Division job in a large full-service, luxury, resort, or major flagship hotel with an extensive
range of facilities and services, demanding competitive pressures, and a large number of VIP and key guests.
Directly and indirectly supervises a large number of Front Office and Housekeeping employees.

QUALIFICATIONS AND REQUIREMENTS
Bachelor’s degree / higher education qualification / equivalent in Hotel Administration or Business
Administration and four years of guest service/hotel experience with two years in a management capacity, or an
equivalent combination of education and experience. Must speak local language(s). Other languages preferred