• Ensures that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such.
• Reviews the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Reviews weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet the business demands.
• Monitors safe-deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys. Handle guest reports on theft from safe deposit boxes according to hotel procedures.
• Controls and analyzes, on an on-going basis, departmental costs to ensure performance against budget.

• Assists the Front Office/Guest Relations Manager in the Communication of expectations to the Associates through:
• Departmental Orientation
• Job Description & Task List by Classification
• The Designated Trainer Program
• Development of Associates
• Monthly Departmental Meetings
• Conflict Resolution/Progressive Corrective Action
• Pre Service Meetings
• Manages and directs the Front Office, including Front Desk & Concierge, VIP Desk, The Club, Bell/Door and Valet Parking and Instant service Centre.
• Provide leadership to Front Office in absence of Front Office /Guest Relations Manager.
• Reviews weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet the business demands.
• Attend pre-shift briefing with staff and review all information pertinent to the day's business.
• Monitors performance of all Front Office staff in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel
• Works closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
• Communicates to the Front Office/Guest Relations Manager all information likely to be of interest to them such as the expected arrival and departure of VIP’s and all other pertinent information.

• Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel.
• Ensures that all V.I.P.'s are pre-registered according to standards.
• Responds to guest needs and resolves related problems.
• Maintains appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental associates.
• Monitors the hotel front entrance and resolve any congested situations.
• Monitor the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Inspect grooming and attire of staff; rectify any deficiencies.
• Communicates fire, emergency and health and safety procedures in conformance with the laws having jurisdiction.
• Performs related duties and special projects as assigned.

QUALIFICATIONS AND REQUIREMENTS