PURPOSE OF POSITION:
Assist in managing the Front Office operations to achieve customer satisfaction, quality service and compliance with company’s policies and procedures while meeting/exceeding financial goals.
Ensure that the arrival, departure, and any other guest contact experience are conducted in an efficient and friendly manner.
ESSENTIAL FUNCTIONS:
Scheduling and Staffing for all Front Office Needs
Completes ADP for all staff in a timely manner.
Greet guests following, answer questions, and quickly responding to all requests in a well-spoken, thoughtful, friendly and helpful manner; thank guests for staying with us at every opportunity.
Ensure a positive first impression for each and every guest or visitor to the Hotel by properly instructing employees on performing duties.
Obtain or confirm room requirements; verifying pre-registration; assigning rooms; obtaining information and signatures; issuing room keys; entering room and guest account data.
Assist in supervising the front desk functions; ensure staff is properly trained on delivering service expectations and information about hotel facilities and services, local directions, safety and emergency procedures, etc.
Accurately process all cash and credit card transactions in accordance with established procedures including posting all charges, completing cashier and other night audit reports, preparing deposit, auditing/securing banks, and key management.
Makes reservations in accordance with hotel’s yield management practices.
Up-sell rooms, food and beverage outlets and promotions to maximize hotel revenue.
Complete opening and closing shift duties.
Show room location, answer inquiries regarding hotel and other services guests may require, such as, Internet access, fitness center, entertainment, shopping, and transportation to and from the hotel.
Staying current with hotel and restaurant promotions, menus, and events.
Engage in small talk, questions about stay, and checking for satisfaction.
Transmit information and instructions in a clear and effective manner.
Receiving and transmitting messages, mail, facsimiles, and packages in a timely manner.
Implement management’s wishes, acting as a go-between for line employees and managers while working on employee training and production.
Assist with all department work as needed.
Monitor team’s performance and recommend corrective or disciplinary action.
Delegate job duties, using authority ethically; enforcing standards, policies and procedures.
Follow and enforce all safety, security, loss prevention, and emergency procedures in hotel.
Participate in safety drills and assignments.
Promote safety and security programs to guests, explaining safe practices in Hotel.
JOB REQUIREMENTS:
Education and/or Experience-
High School diploma or equivalent, some college preferred.
At least two years of front desk/guest service experience in a hotel, airline or other high-volume customer traffic field preferred.
Language Skills—
Excellent verbal and written communication skills and ability to communicate ideas and concepts in English.
Knowledge of other languages is a plus.
Ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of professionalism.
Physical Ability—
Carrying or lifting up to 30 lbs.
occasionally.
Requires grasping, writing, sitting, repetitive motions, bending, listening and hearing ability and visual acuity.
Finger, wrist and arm dexterity for repeated use of paperwork, computer keyboard, stapler, and telephones.
Bending, stooping, kneeling, hoisting, leveraging onto carts or crawling into vehicles to move luggage sometimes necessary.
Standing or walking during entire 8-hour or longer shifts.
Sitting at desk for administrative
Other—
Must be able to work a flexible schedule and willingness to work nights, weekends, and holidays.
Prior experience using hotel reservation systems such as OPERA; PBX system; and software applications such as Word, Excel, Outlook and Internet search engines.
Customer service oriented, ability to multi-task, detail orientation, and excellent organizational
skills needed.
(Please note: Management reserves the right to change, modify, and/or alter any of the duties listed above to meet business demands)
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