JOB SUMMARY

Responsible for the supervision of all aspects of the Front Desk functions, in accordance with hotel standards. Directs implements and maintains a service and management philosophy which serves as a guide to respective staff.

JOB DUTIES

•  Maintain complete knowledge at all times of: 

• All hotel features/services, hours of operation. 
• All room types, numbers, layout, decor, appointments and location. 
• All room rates, special packages and promotions. 
• Daily house count and expected arrivals/departures. 
• Room availability status for any given day. 
• Scheduled in‑house group activities, locations and times. 
• All hotel and departmental policies and procedures. 

• Meet with departing Front Desk Supervisor or Night Auditor to review business status and follow up items. 
• Review the previous day's occupancy and room revenues. Monitor revenues derived from telephone, garage and sundries. Monitor expenses (telephone, cost of sales, supplies, commissions and labor). Resolve discrepancies with accounting. Track actual numbers against budget. 
• Assign work duties to staff in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift. Identify situations which could compromise the department's standards and delegate these tasks. 
• 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. 
• Monitor communication logs and ensure that guest requests are followed up within 20 minutes. Check for repetitive problems and follow through on any unresolved requests. 
• Monitor 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. 
• Monitor and ensure that express check‑outs are processed through the system correctly in accordance with hotel check‑out standards. 
• Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel. 
• Observe guest reactions and confer frequently with staff to ensure guest satisfaction. 
• Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day. 
• Promote positive guest relations at all times. 
• Monitor and handle guest complaints by following the six step procedures and ensuring guest satisfaction. 
• Adhere to hotel requirements for guest and employee accidents or injuries and in emergency situations. 
• Anticipate sold‑out situations and know how many rooms are overbooked. Locate alternative accommodations for guests and "walk" guests, following hotel policies and procedures. 
• Anticipate low occupancy periods and coordinate blocking of rooms with Executive Housekeeper to maximize labor costs, deep cleaning and maintenance of rooms. 
• Review the arrival report for accuracy and completeness. Check printed registration cards against information on arrival report; rectify any deficiencies with respective personnel. 
• Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check‑in and to report guest concerns. 
• Review resumes for arriving groups; organize and coordinate master accounts and check‑in/check-out., pre‑registration procedures. 
• Review requests for late check‑outs and approve according to occupancy. Communicate such to Housekeeping. 
• Review all out‑of‑order rooms daily with respective departments to determine most current status and estimated date for return to room inventory. 
• Complete bucket check nightly according to departmental procedures. 
• Ensure all closing duties for staff are completed before staff sign out. 
• Foster and promote a cooperative working climate, maximizing productivity and employee morale. 

MINIMUM REQUIREMENTS

• High school graduate or equivalent, some college 
• Previous experience as a Guest Service Agent 
• Must be able to satisfactorily communicate in English with guests, management and co‑workers 
• Must be able to provide legible communication 
• Ability to enforce hotel's standards, policies and procedures with Front Desk staff. 
• Ability to prioritize and organize work assignments; delegate work 
• Ability to direct performance of staff and follow up with corrections where needed 
• Must be able to think clearly, analyze and resolve problems exercising good judgment 
• Ability to focus attention on details 
• Ability to remain calm and courteous when consulting with demanding, difficult guests and/or situations 
• Must be able to perform job functions to standards under pressure of multiple arrivals and departures

HRI is EOE M/F/D/V