Position Title: Manager on Duty

Department: Front Office

Reports to: Assistant General Manager/General Manager

Position Summary

Oversee and support Guest Services and Front Office shifts to insure compliance with LHM operating procedures, standards and total guest satisfaction.

Example of Duties

Essential Functions

1. Supervise and direct the hotel staff and make adjustments as needed to maintain service standards. Accept requests from guests and employees regarding luggage handling and storage, delivery of items, transportation and assign agents to handle these requests. Resolve guest and employee concerns expeditiously in a manner which is beneficial to all involved.

2. Must be proactive in the maintenance of the bell stand for appearance, organization, and operational effectiveness. Inspect employees’ uniforms and operational departmental areas for cleanliness and organization, correcting as necessary and communicate expectations of these areas to the staff.

3. Conduct staff meetings and daily pre-shift briefings.

4. Prepare and maintain all Front Desk paperwork to ensure accuracy and operational standards are upheld.

5. Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, address the guest by name, listen carefully to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.

6. Complete the registration process by obtaining data from the guest and/or reservation print out. Input information via computer or through a manual process. Confirm pertinent information, including number of guests, room preference, special requests and departure date. Confirm room rate visually, do not announce it. Select room in accordance to the guest’s needs, i.e.: number of beds, smoking/non-smoking, ground floor, etc. Provide folders containing room keys, non-verbally confirming the room number. Complete reservation requests utilizing similar format as check in process.

7. Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers checks, and other forms of payment. Convert foreign currency at current posted rates. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer or manual system.

8. Promptly answer the telephone, within three rings at the service promise help desk and front desk. Use your name when answering, speak clearly and in a pleasant tone of voice. Take and deliver accurate and timely guest messages, either manually or via the computer system. Deliver mail, small packages and facsimiles for customers as requested.

9. Close guest accounts at time of check out and ask the guest how they enjoyed their stay. In the event of dissatisfaction or dispute, negotiate compromise, which may include authorizing revenue allowances.

10. Remain calm and alert, especially during peak check in/check out times or during heavy hotel activity or in the event of an emergency.

11. Problem solve, resolve all customer issues.

12. Complete all other duties assigned by your supervisor or manager.

Supportive Functions

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions.

· Locate bell assistance to escort guests to their rooms as appropriate.

· Provide safety deposit boxes for guest by escorting them to the vault pulling the box from the vault and carrying it to the customer. File access slips in room order. Have guest complete signature card.

· Use the photocopier to make copies of items as required.

· File registration cards in room number order.

· Retrieve registration cards from the files for each check out.

· Other duties as assigned by the supervisor such as: cross-training Bell staff or other areas as needed.

· Report suspicious persons or activity to a supervisor immediately.

Knowledge, Skills, and Abilities

The individual must possess the following knowledge, skills and abilities to be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

· Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.

· Ability to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.

· Ability to read English sufficient to ascertain information from luggage tags and claim checks to write numbers and names on claim checks and rooming lists.

· Ability to stand for long periods of time.

· Ability to read, listen and communicate effectively in English, both verbally and in writing.

· Ability to access and accurately input information using a moderately complex computer system.

· Hearing and visual ability to observe and detect signs of emergency situations.

Qualifications

Education

High school Diploma or equivalency. College degree preferred.

Job Type: Full-time

Pay: From $62,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Experience level:

• 1 year

Shift:

• 10 hour shift
• Evening shift

Weekly day range:

• Monday to Friday
• Weekends as needed

People with a criminal record are encouraged to apply

Experience:

• Customer service: 1 year (Preferred)

Work Location: In person