Job Description

OVERVIEW/BASIC FUNCTION:

Responsible for the management of all aspects of the Front Desk functions, in accordance with hotel standards. Directs implements and maintains a service and management philosophy which serves as a guide to respective associates.

RESPONSIBILITIES:

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• 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.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge at all times of:

a. All hotel features/services, hours of operation.

b. All room types, numbers, layout, decor, appointments and location.

c. All room rates, special packages and promotions.

d. Daily house counts and expected arrivals/departures.

e. Room availability status for any given day.

f. Scheduled in-house group activities, locations and times.

g. All hotel and departmental policies and procedures.

• Access all functions of the computer system.
• Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
• Ensure that current information on rates, packages and promotions is available at the Front Desk and that all associates are knowledgeable on such.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Monitor revenues derived from telephone, garage and sundries. Track actual against budget.
• Monitor expenses (telephone, cost of sales, supplies, T/A commissions and labor). Track actual against budget.
• Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
• Ensure that associates report to work as scheduled. Document any late or absent associates.
• Coordinate breaks for associates.
• Assign work duties to associates.
• Conduct pre-shift meeting with associates and review all information pertinent to the day’s business.
• Inspect grooming and attire of associates; rectify any deficiencies.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Constantly monitor associates performance in all phases of service and job functions; rectify any deficiencies with respective personnel to include Front Desk associates, Bell/Door associates, PBX associates, Reservations associates and Concierge associates.
• 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 addressed.
• 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 checkouts are processed through the system.
• Monitor the associates’ interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist associates with their job functions to ensure optimum service to guests.
• Observe guest reactions and confer frequently with associates to ensure guest satisfaction.
• Assist guests with reports of lost/stolen articles, following hotel policy.
• Adhere to hotel requirements for guest/associate accidents or injuries and in emergency situations.
• Contact newly registered guests after check-in to establish guest satisfaction; resolve any dissatisfaction immediately.
• Document each call according to procedures.
• Ensure security of guestroom access.
• Monitor and ensure that all cashiering procedures comply with Accounting policies and standards: