Oversee the functions of the Front Office and Front Office staff while providing a personal and courteous check in and check out for the guest. Must be aware of the scheduled functions of the hotel, all emergency procedures and policies to assist the guests in all situations.
ESSENTIAL JOB FUNCTIONS
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Maintain complete knowledge of correct maintenance and use of equipment.
Use equipment only as intended.
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Resolve guest complaints, ensuring guest satisfaction.
Maintain complete knowledge at all times of:
all hotel features/services, hours of operation.
all room types, numbers, layout, decor, appointments and location.
all room rates, special packages and promotions.
daily house count and expected arrivals/departures.
room availability status for any given day.
scheduled in-house group activities, locations and times.
all hotel and departmental policies and procedures.
Access all functions of the computer system.
Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such.
Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
Ensure that staff report to work as scheduled.
Document any late or absent employees.
Coordinate breaks for staff.
Assign work duties to staff.
Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
Constantly monitor staff performance in all phases of service and job functions.; rectify any deficiencies with respective personnel to include Front Desk staff, Bell/Door staff, PBX staff, Reservations staff and Concierge staff.
Monitor the hotel front entrance and resolve any congested situations.
Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
Monitor communication logs and ensure that guest requests are followed up within specified minutes determined by property guidelines.
Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
Monitor guest mail and ensure that it is processed according to procedures.
Monitor and ensure that express check-outs are processed through the system.
Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
Assist staff with their job functions to ensure optimum service to guests.
Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
Assist guests with reports of lost/stolen articles, following hotel policy.
Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
Contact newly registered guests within specified minutes determined by property guidelines after check-in to establish guest satisfaction; resolve any dissatisfaction immediately.
Document each call according to procedures.
Ensure security of guest room access.
Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:
Petty cash/paid outs
Any combination of education and experience equivalent to graduation from high school or any other combination of training or experience that provides the required knowledge, skills and abilities.
Previous hospitality experience
Previous experience with Windows, Office, and SMS or similar property management system.
Must be able to speak, read, write, hear and understand the English language.
Must be able to handle multiple tasks in a fast paced environment.
Ability to sustain composure at all times and remain calm during difficult situations.
Must have excellent guest and associate relations skills. Skilled in problem solving by identifying the problem and working through it.
Possess strong leadership, motivational, organizational and verbal communication skills.
Excellent office and organizational skills including office procedures, filing systems and equipment.
Must be able to work, varied shifts and flexible schedules