OVERVIEW/BASIC FUNCTION:

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

RESPONSIBILITIES:

· Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

· Ensure that standards are maintained at a superior level on a daily basis.

· Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.

· Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.

· Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

· Maintain positive guest relations at all times.

· Resolve guest complaints, ensuring guest satisfaction.

· Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

· 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 counts and expected arrivals/departures/ VIP’s; Room availability status for any given day; Scheduled in-house group activities, locations and times; All hotel and departmental policies and procedures.

· Access all functions of the computer system.

· Answer department telephone within 3 rings, using correct greeting and telephone etiquette.

· Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.

· Ensure that current information on rates, packages and promotions are available at the Front Desk and that all staff is knowledgeable on such.

· Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.

· Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.

· Ensure that staff report to work as scheduled. Document any late or absent employees.

· Assign work duties to staff. Coordinate breaks for staff.

· Conduct pre-shift meeting with staff and review all information pertinent to the day's business.

· Inspect grooming and attire of staff; rectify any deficiencies.

· Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.

· Constantly monitor staff performance in all phases of service and job functions. rectify any deficiencies with respective personnel to include Front Desk staff, Bell/Door staff, PBX staff and Concierge staff.

· Monitor the hotel front entrance and resolve any congested situations.

· Monitor the check-in/check-out process; 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 standards.

· Monitor safe deposits boxes procedures; audit accuracy of cards with proper signatures and ensure availability of keys.

· Monitor guest mail and ensure that it is processed according to procedures.

· Monitor and ensure that express checkouts are processed through the system.

· Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.

· Assist staff with their job functions to ensure optimum service to guests.

· Observe guest reactions and confer frequently with staff to ensure guest satisfaction.

· Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.

· Ensure security of guestroom access.

· Monitor and ensure that all cashiering procedures comply with Accounting policies and standards: Contracted banks; Shortages/overages; Late charges; Petty cash/paid outs; Adjustments; Posting charges; Making change for guests; Cashing personal/travelers checks; Payment methods/processing; Settling accounts; Closing reports; Cashier reports; Balancing receipts; Dropping receipts; Securing banks;

· Review previous night's no-shows, verify and ensure billing of such.

· Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.

· Anticipate sold-out situations and know how many rooms are overbooked. Handle overbookings.

· All other duties as required.