Description

Position Summary:

Responsible for assisting the Front Office Supervisor & Manager with the direct planning, organization, development, and direction of the Front Desk Agents and supporting sub departments of the Front Office, to operate at the highest service standards as they relate to efficiency, professionalism, accuracy, and customer service. Builds and manages teams effectively. Lead and inspire a collaborative effort across all Front Office departments including front desk, bell services, concierge, and guest services (PBX) operators to provide a seamless luxury guest experience.

Duties & Responsibilities

Primary Responsibilities/Essential Functions:

1. Provides guidance and leadership to Front Desk Agents and indirectly to the Bell Attendants, Concierge, and Guest Services (PBX) Operators, whenever necessary. Provides feedback about performance and may be involved in the evaluation process. Provides feedback to management on work related issues including those that might lead to disciplinary action. Makes assignments and distributes workload; manages day-to-day workflow. Provides subject-matter expertise to co-workers. May be assigned time-keeping authority. Provides training and coach’s staff.
2. Ensure Front Desk Agents consistently review expected arrivals in advance, check guests in/out of hotel according to procedures, ensure accurate guest billing, and make reservations outside of office hours.
3. Ensures Front Desk Agents are adhering to all established accounting & cashiering practices including processing package adjustments, transfers, write offs and disputes. Runs all necessary reports and balances paperwork.
4. Receives and records vouchers, credit cards, personal checks, business checks, cash, and other forms of payment. Converts foreign currency at current posted rates.
5. Effectively deals with internal and external customers, some of whom may require a high level of patience, tact, and diplomacy to defuse anger. Collects accurate information and resolves conflicts. Keeps immediate manager promptly and fully informed of any problems, potential safety issues, or unusual situations so prompt corrective action may be taken. Communicates with other departments to fulfill guest needs.
6. May provide concierge assistance by providing information about services guests may require, such as dining, recreation, entertainment, shopping, business, travel, and hotel amenities. May assist with related reservations.
7. Resolves guest complaints within scope of authority; otherwise refers the matter to management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.
8. Notifies management of any problems resulting from guest complaints, intoxication, or disruptive behavior.
9. Follows all safety policies and procedures. Reports potential safety issues to manager whenever observed and takes immediate action to resolve in emergency situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team members will be trained in the proper use and care of assigned PPE if applicable. The hotel provides the required PPE. Team member has responsibility to report defective, damaged, or lost PPE or equipment that does not fit properly to their direct supervisor or manager. Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes self with current MSDS.
10. Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.

Other Responsibilities/Supportive Functions:

1. Maintain the integrity of the room inventory and optimize room revenue when blocking or rooming guests.
2. Performs essential functions of Front Desk Agents as needed.
3. Notifies management of unsafe conditions, needed maintenance of any equipment and any accidents.

Note:  This job description is not intended to be all-inclusive. Team Members may perform other related duties as required to meet the ongoing needs of the organization. Management reserves the right to add, modify, change, or rescind work assignments and to make reasonable accommodations as needed

Qualifications

Qualifications (relevant experience, education, and training):

1. High school diploma or general education degree (GED); or equivalent combination of education and experience.
2. Two or more years related experience and/or training.
3. Requires ability to lead others in the department by mentoring and providing training that results in staff that meets/exceeds guest expectations and provides a high level of guest satisfaction.
4. Must have excellent customer service/communication skills to work with guests of various social, cultural, economic, and educational backgrounds for the purpose of resolving problems/complaints and providing a high level of guest satisfaction.
5. Able to use mathematics to solve problems.
6. Requires ability to use computers programmed with accounting software to record, store, and analyze information.
7. Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems. Requires attention to detail. Must be able to solve problems and remain calm and alert if dealing with difficult guest, during busy activity periods or in an emergency.
8. Must be able to speak, read, write, and understand English to understand instructions, safety rules, and communicate with guests.
9. Able to work independently with minimal guidance and as part of a team.
10. Completes all required training as scheduled.
11. Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends, and alternate shifts.
12. Must maintain a clean appearance and professional demeanor.

Special Skills & Abilities/Mental and Physical Demands:

While performing the duties of the job the team member regularly stands for sustained periods of time or walks from one work area to another. While performing the duties of the job the team member frequently uses fingers to enter data into computer or operate office equipment. The team member occasionally grasps objects. The team member frequently reaches by extending hand(s) and arm(s) in any direction. The team member occasionally stoops and crouches. The team member talks constantly and needs to hear sounds or voices. Exerts up to 75 pounds of force occasionally, and/or up to 25 pounds of force frequently, and/or a negligible amount of force constantly to move objects. The team member is required to have close visual acuity to prepare and analyze data and figures and view a computer terminal. The team member is required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned and to make general observations of facilities.

The team member is subject to inside environmental conditions. The noise level is moderate. The team member is subject to hazards which includes proximity to electrical current found in office related equipment. The team member is occasionally subject to atmospheric conditions such as perfumes, odors, or dusts. The team member may be exposed to infectious diseases.

(To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.