Upholds the hotel's commitment to hospitality and service by leading and supporting the front desk operations and staff in their daily responsibilities.

Trains, cross-trains, and retrains all front office staff.

Utilize brand training, checklists, and one-on-one coaching. Utilize Wyndham/IHG University. Enroll all team members in Community/Merlin.

Participates in the selection of front office new hires, and recommends recruitment when staffing requirements change.

Schedules the front office staff.

Schedule must be prepared and submitted to the AGM by the end of day on Tuesdays for the following week. FDS is responsible for coordinating all shift changes and being aware of their team’s outside/personal obligations in order to create an effective schedule. Prioritize a fixed schedule as much as possible.

Acts as the first point of contact for any staffing concerns, shortages, or no-shows.

Maintains accessibility to their team in case of emergency or schedule changes. If FDS will be unavailable, they must inform AGM so there is sufficient coverage. In case of emergency coverage, it is the FDS’s responsibility to attempt to arrange alternate coverage prior to deferring to AGM.

Supervises and appropriately distributes workload between shifts.

Identify responsibilities that can be shifted to border shifts, for example having A shift pre-print reg cards for B shift, C shift addressing no-shows prior to A shift arrival, etc.

Evaluates the job performance of each front office employee.

Identify employee trends and opportunities for improvement or training.

Answer questions about hotel facilities and local transport, places of interest and entertainment

Draft and provide area info collateral for staff to use in guest interactions. Train staff in appropriate answers for both available amenities AND unavailable amenities. Maintain an awareness of local area and use this information in your team meetings to regularly update your team. Build relationships with local area businesses to recommend and provide incentives to your team.

Maintain the guest amenity / gift bag program for elite members and member signups.

Require that amenities be stocked at the desk. Train staff and monitor VIP/Elite member arrivals.

Ensure that front desk is utilizing the “check list” as guide

Maintain a checklist for each shift. Create and monitor a tracking method for your team, such as a required checklist be printed and attached to every shift showing items as completed and time.

Maintains working relationships and communicates with all supervisors and departments.

Maintains master key control for property. Primary point of contact for making new master keys, tracking key inventory and logs, and lockouts/audits.

Responsible for comprehensive knowledge of the key system, communication with vendor and maintenance tech, to ensure accurate keys are made. Train on the system independently. Track key usage and control by maintaining a log with key in/out and effective use of single day submasters

Verifies that accurate room status information is maintained and properly communicated between shifts.

Utilize the FD log, shift notes, guest profile notes, and a group chat system.

Resolves guest problems quickly, efficiently, and courteously.

One of the primary jobs of the front desk is to ensure a high level of service to guests. The FD is the single point of contact for all guests and the FDS is the supervisory figure over that responsibility. Any guest issues need to be logged, and effectively passed to the appropriate department for resolution. The FDS is responsible for determining whether the concern can be resolved at the front desk, they are given a certain level of autonomy in decisions regarding guest issue resolution, this autonomy is dictated by the management (comps/discounts/apology format/free sundries/etc)

Updates group information. Maintains, monitors, and prepares group requirements. Interacts directly with DOS and GM/AGM for groups and LNRs. Relays information to appropriate personnel.

Reviews and completes credit report daily

These reports need to be monitored every morning prior to check-out time. Monitor high balance guests and take appropriate action.

Reviews front office inventory and stock regularly, and submits order lists monthly to AGM.

General supplied handled by the FDS are office supplies, toner, paper, forms, keys and key folders, ‘in case you forgot’ items, and FD cleaning supplies.

Monitors and tracks front desk log. Identifies trends and ensures relevant information is passed to appropriate departments. Maintains a clean and neat log appearance.

Responsible for reviewing cash transactions daily and verifying deposits each day.

Every morning the cash from previous day’s shifts should be counted, verified against shift cashier summaries, and combined into one envelope for the management. Any variances need to be reported to management and resolved immediately. At no time should a cash variance resolution be delayed.

Enforces all cash-handling and change requirements.

Track and maintain a cash shift change report. Regularly review the current cash holdings and left management know in advance when change is needed

Conducts regularly scheduled meetings of front office personnel.

Upon identifying trends within the department that require coaching, schedule meetings with simple and easy to follow training. Work in conjunction with management and brand coordination.

Wear the proper uniform at all times. Require, encourage, and enforce all front office employees to wear proper uniforms at all times.

The FD uniform at each property is directed by management and strictly enforced. Upon receipt of uniform standard, the FDS is responsible for enforcement in their department. Name tags are mandatory for all employees.

Brainstorm and collaborate with management on front desk incentive programs for service scores, member enrollments, customer care, revenue growth, ancillary charges, and more.

Meet weekly with management to regularly go over incentive options for staff and relay effectiveness. Understand property goals and effectively incentive team members to help achieve them.

Maximize room revenue and occupancy by reviewing status daily.

Analyze rate variances and maintain close observation of daily house count. Ensure OOO is passed to maintenance and housekeeping departments. Maintain rate parity standards and administer rate changes with guests in a positive manner.

Ensure implementation of all hotel policies and house rules.

Regularly review the brand standards and coordinate with management on company policy.

Operate all aspects of the Front Office computer system

Be the main point of contact for Opera support calls, ensuring accurate reporting, audit emails, and simple configuration changes. Routinely review computers for irrelevant and personal information and remove as required to ensure clean digital workspaces.

Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.

Develop logging mechanisms / logs, and protocols with management, and regularly enfore standards of staff in mail handling

Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees.

Monitor reservations, extranets, notes, and emails, for V.I.P 's, elite members, special guests, and guest requests.

Monitoring requires constant access throughout the day. Regularly review extranets, and new reservations received throughout the day.

Maintain an organized and comprehensive system for the documentation of tax exempt guests as required by ownership and management.

All tax exempt guest packets must be included in both the EOM tax exempt packet, and in daily audit packets.

Job Type: Full-time

Pay: From $17.00 per hour

Benefits:

• Flexible schedule
• Paid time off

Work setting:

• In-person

Work Location: In person