Job Description

Description

DEPARTMENT : Front Desk

REPORTS TO: Guest Services Manager/ Director of Operations

STATUS: Exempt

SUMMARY : Accountable for the effortless and seamless movement of guests in and out of the hotel and providing exceptional levels of guest service through the guests’ stay. Responsible for acting as Manager on Duty, anticipating and resolving problems, and creating an environment that is warm and welcoming.

RESPONSIBILITIES:  

· Supervises the front office to ensure that Front Desk and Valet Staff are adhering to all hotel procedures, regulations, and standards while striving toward total guest satisfaction.

· Ensures smooth, efficient, and professional operation of all front office operations including check-in and check-out of all guests through proper handling of guest accounts.

· Initiates and implements up-selling techniques to maximize room occupancy and overall revenue by promoting hotel services and facilities.

· Trains each Front Office Associate and Concierge to deliver efficient, excellent service to customers and guests. Ensures Associates have current knowledge of hotel products, services, facilities, events, pricing, and policies, and knowledge of the local area and events.

· Leads by example: Provides Great Customer Service to all guests in a warm and Friendly Manner.

· Audits all work for accuracy and consistency regularly. Maintains high standards of each Associate’s work performance through continual monitoring, the issuing of evaluations, and performance improvement plans, coaching, or corrective action as necessary.

· Enforces adherence to the Company’s standards of dress and appearance.

· Works with General Manager to constantly improve hotel curb appeal, lobby presentation, and arrival/departure experience. 

· Verifies payroll daily and weekly for all Front Office and Valet personnel.

· Handles customer complaints, credit card chargebacks, and customer care cases.

· Develops knowledge of frequent guests and their special requests and needs.

· Provides excellent customer service and service recovery when necessary. Resolve guest relation problems skillfully with a willingness and desire to understand a guest's viewpoint while keeping within Company policies.

· Responsible for proper key control and other security measures.

· Organizes and maintains Front Office records and equipment to control the inventory of Front Office supplies and forms.

· Becomes knowledgeable of emergency/fire evacuation and safety procedures and trains staff as needed. Must be trained to use an Automated External Defibrillator and know medical emergency procedures. Informs General Manager of any unsafe conditions.

· Maintains ongoing communication with the Housekeeping Department on all Housekeeping/Front Desk matters, the Controller on all Accounting/Front Desk issues, the Reservation Office on all Reservation/Front Office matters, and all other departments as needed.

· Provides timely weekly work schedules, posted at least three (3) days before the start of the new work week. 

· Must be capable of performing all Front Desk duties for any position. 

KNOWLEDGE, SKILLS, AND ABILITIES:

· Strong customer-relation skills with a total commitment to guest satisfaction. Must be a "people-person" who thrives on public contact.

· Professional appearance and mannerism.

· Supervisory and performance management skills.

· Strong communication skills, both verbally and written.

· Accounting and organizational skills.

· Ability to deal with guests when they are angry or upset.

· Ability to work quickly and thoroughly when under pressure.

· Must be flexible and open to changes in procedures.

· Ability to attend to more than one task at a time.

· Technical knowledge of Front Desk operations.

· Knowledge of local and surrounding communities.

EXPERIENCE: 

· Customer Service and Management experience required.

· Three (3) years’ hotel or other highly relevant hospitality experience and/or hospitality degree from an accredited university. Marriott experience preferred. 

· Opera or Lightspeed knowledge a plus

PHYSICAL DEMANDS:

· Must be able to stand for long periods.

· May include crowded office setting or “close quarters”.

· General office environment with limited physical activity.

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