- Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
- Maintain regular attendance in compliance with hotel standards, scheduling which will vary according to the business levels of the hotel.
- Maintain high standards of personal appearance and grooming (per brand standards).
- Always comply the standards and regulations to encourage safe and efficient hotel operations.
- Comply with certification requirements as applicable for position to include: Food Handlers, Alcohol Awareness, CPR and First Aid.
- Always maintain a warm and friendly demeanor.
- Establish and maintain attentive, friendly, courteous, and efficient hospitality at the Front Desk.
- Respond to all guest requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous, and efficient manner. Follow up to ensure guest satisfaction.
- Motivate, coach, counsel and discipline all Guest Services personnel according to hotel standards.
- Ensure compliance to brand and company training.
- Prepare and conduct all Guest Services interviews and follow hiring procedures according to hotel standards.
- Conduct all Guest Service employee performance appraisals.
- Develop employee morale and ensure training of Guest Services personnel.
- Maximize room revenue and occupancy by reviewing status daily. Analyze rate efficiency, monitor credit report, and maintain close observation of daily house count.
- Attend all required Rooms meetings with all appropriate reports and documentation necessary to establish select sell guidelines and implement appropriate restrictions.
- Supervise the Night Audit function and monitor the reporting for accuracy.
- Participate in required M.O.D. program as scheduled.
- Ensure all end of the month report dates are met.
- Review Guest Services staff's worked hours for payroll compilation and submit to GM/AGM on a timely basis.
- Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements. Present with payroll reports to General Manager weekly.
- Ensure that no-show revenue is maximized through consistent and accurate billing.
- Maintain hotel standards regarding Purchase Orders, vouchering of invoices and checkbook accounting.
- Ensure that payroll reporting, productivity and the Ten-Day Forecasts are completed on a timely basis according to hotel standards.
- Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.
- Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
- Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
- Monitor proper operation of the P.B.X. console and ensure that employees maintain hotel’s phone etiquette standards.
- Monitor the process of taking reservations ensuring that the hotel’s courtesy and up selling techniques are maintained.
- Greet and welcome all guests approaching the Front Desk in accordance with hotel’s hospitality standards.
- Ensure implementation of all hotel policies and house rules.
- Understand hospitality terms.
- Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
- Ensure correct and accurate cash handling at the Front Desk.
- Attend monthly all-employee team meetings and any other functions required by management.
- Attend weekly staff meeting and provide training.
- Obtain all necessary information when taking room reservations.
- Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
- Be aware of all rates, packages, and promotions currently underway.
- Follow and enforce all hotel credit policies.
- Process and handle guest laundry (property specific).
- Ensure that employees are always attentive, friendly, helpful, and courteous to all guests, managers and other employees.
- Maintain and monitor "Lost and Found" procedures and policies according to hotel standards.
- Establish and maintain key control system.
- Ensure participation within department for monthly team meeting.
- Focus the Guest Services Department on their role in contributing to the guest service scores.
- Ensure lobby and public space is cleaned and sanitized every hour; more often is the public space/lobby is busy.
- Ensure all keys that are turned in are sanitized.
- Monitor all V.I.P.'s, special guests and requests.
- Maintain required pars of all front office and stationary supplies.
- Review daily Front Office work and activity reports generated by Night Audit.
- Review Front Office logbook and Guest Request log daily.
- Assist the General Manager and Engineering Department in implementing and maintaining emergency procedures.
- Be familiar with sponsored programs such as airline mileage, Triple Upgrade, or V.I.P. programs, and the standards and procedures for each.
- Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports, and tracking logs.
- Conduct meetings according to hotel standards as required by management.
- Other duties as required.
- At least 2 year of progressive experience in a hotel or a related field; and/or a 2 to 4-year college degree and 1 or more years of related experience.
- Supervisory experience required.
- Must be proficient in Windows operating systems, company approved spreadsheets and word processing.
- Paid holidays & paid sick time!
- Vacation time off!
- Education program - if you are looking for a career in Hospitality, you can take advantage of our tuition reimbursement program!
- Medical, Dental, Vision insurance - you may participate in our health benefits after 30 days of employment with us!
- 401(k) Retirement Plan - plan your retirement with our generous company match! (terms and conditions apply)
- Hotel Travel Discounts!
- Daily Pay - control when you get paid! Voluntary benefit that let's you access your pay the same day!