Front Office Department

Job Description

MISSION

To work Front Desk and DTS shifts and assist in supervising all associates and operations at the Front Desk and DTS in a professional, service-oriented manner so that these things are ensured: 1) Guests form great first and last impressions of the hotel; 2) Hotel access is controlled and room usage is tracked; 3) Guests are called by name at every opportunity, coming and going; 4) Banquet and catering customers are warmly welcomed, and smoothly directed to the appropriate meeting room or department; 5) All company policies relating to the Front Desk, DTS-Operators & DTS-Delivery are consistently applied; 6) Incoming telephone calls are answered promptly and professionally; 7) All check-in, check-out, and other POS transactions are processed 100% accurately; and 8) Guests view the Front Desk staff as resources for hotel information.

REPORTS TO

General Manager

SUPERVISES

Front Office Agents, DTS–Operators, DTS-Delivery

PRIMARY FUNCTIONS

• Oversee the hiring, supervision, training, and development of Front Office Agents, DTS–Operators, DTS-Delivery personnel
• Be fully capable in all duties, responsibilities and expectations of the Front Office Agent, DTS–Operators & DTS-Delivery positions
• Ensure LSI Human Resources policies and employment practices are followed in the Front Office department, including DTS-Operators & DTS-Delivery
• Ensure responsiveness of staff to all guest questions and concerns
• Ensure that all Front Office/DTS policies and procedures are consistently enforced and followed by all staff
• Provide the necessary tools for Front Office Agents, DTS-Operators & DTS-Delivery personnel to perform their jobs in the most efficient and hospitable manner
• Determine the requirements for, and follow up with, special groups and VIPs
• Prepare and posting weekly schedules that are compatible with guest needs and budget guidelines
• Supervise the workload during your shift; complete checklists as required
• Ensure LSI Customer Service and Facility Walkthrough and Core Value Quick Check standards are understood and followed by all staff
• Have a clear understanding of the roles and responsibilities of all other departments in the hotel and club
• Ensure all guest/member issues are handled and resolved efficiently
• Update group information daily, maintain future group file, monitor and prepare group requirements; distribute this information as needed
• Serve as a role model and set an example for service excellence at the Front Desk including DTS-Operator & DTS-Delivery
• Have a thorough understanding of PMS system, and be able to act as a troubleshooter; understand the basics of the MARSHA system; work closely with the DTS and sales departments
• Other responsibilities or projects as assigned by the General Manager

DRIVERS OF SUCCESS

• Initiative and Leadership
• Customer Service skills and the ability to focus staff on customer service
• Communication Skills
• Hiring, Training and Coaching Skills
• Organization Skills; Attention to Detail
• Dynamic and Outgoing Personality

PERFORMANCE MEASUREMENT

• Guest Retention and Satisfaction; Guest Survey scores
• Customer Service and Facility Walkthrough Scores
• Core Value Quick Check Scores
• Front Office Departmental P&L
• Quarterly Audit scores
• Staff Retention and Satisfaction

ESSENTIAL PHYSICAL REQUIREMENTS

• Able to write, speak clearly, read, hear and see
• Standing for prolonged periods
• Walking, bending, kneeling
• Lifting and carrying (up to 30 lbs.)
• Typing and computer operation
• Occasional telephone work/use