Reporting to the Director of Front Office, responsibilities and essential job functions include but are not limited to the following:
- Consistently offer professional, friendly and engaging service
- Lead and manage all aspects of the Front Office department and ensure all service standards are followed
- Maximize rooms revenue through participating in yield management meetings and implementing supporting agreed upon Revenue Management strategies and practices
- Handle guest concerns and react quickly, logging and notifying proper areas
- Conduct regularly scheduled departmental meeting
- Manage the departmental budget
- Balance operational, administrative and Colleague needs
- Assist guests regarding hotel facilities in an informative and helpful way
- Follow department policies, procedures and service standards
- Follow all safety policies
- Other duties as assigned
- Arrive at workplace on time in full uniform prepared with tools and all equipment needed for service.
- Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment.
- Review the room availability and check status of departures on a daily basis.
- Relay all pertinent information to the Front Desk Agents, the following shift supervisor, Assistant Front Desk Manager, and all relevant areas in the rooms division.
- Supervise, coach, and mentor the Front Desk Agents ensuring the correct sequence of events for proper registration and checkout of guests.
- Assign breaks and specific tasks relative to credit, missing addresses, printing registration cards, registering and keying guests, creating check-in packets, posting charges, and overall cleanliness and organization of the Front Desk.
- Manage staffing levels as occupancy fluctuates.
- The number one priority is to be driving the standards while out on the floor with the Front Desk Agents.
- When observing the associates, ensure efficient guest registration, check out, and telephone service. Ensure that their duties are completed in accordance with established policies, procedures, and standards.
- Handle any guest challenges that may arise.
- Resolve any guest opportunity to ensure complete guest satisfaction. Then use opportunity as a training tool for the Front Desk Agents so the problem does not arise again.
- Create a welcoming environment for all guests and patrons; assure that all guests are acknowledged while in the lobby either verbally or visually (adhering to the 15-5 rule). Accept requests from guests regarding luggage handling and storage, delivery of items. Maintain all logbooks, keeping them accurate, updated and in good order.
- Resolve guest and employee concerns expeditiously in a manner, which is beneficial to all involved.
- Conduct daily pre-shift meetings.
- Participate in ongoing training of associates for continued performance improvement. Recognize outstanding performance by service personnel and handle discipline as per standard operating procedures.
- Inspect associates’ uniforms and operational departmental areas for cleanliness and organization, correcting as necessary and communicate expectations of these areas to the staff.
- Accept payment for guests’ accounts both at the time of registration and at checkout.
- Maintain a house bank and make a deposit and accurate report of receipts daily.
- Cash checks and exchange currency for guests.
- Maintain a daily log of all guests’ opportunities with corrective action steps.
- Follow-up on any unresolved situations in a timely manner and pass on appropriate information to other Managers for handling.
- Any other duties as assigned by the Director of Front Office.
- When necessary, actively contribute to the successful operation of the resort by labeling, handling, and/or storing guest luggage or delivering guest items on request.
- Support bellman, doorman, valet, and concierge desk as needed.