Consistently offer professional, friendly and engaging service
Excellent communication, organizational, and management skills, as well as the ability to handle stressful situations
Lead daily overnight operations in Front Office and ensure all service standards are followed for Front Desk and Bell, while supporting Valet as needed
Possess a strong attention to detail, be able to multitask, and have the ability to work well under deadlines
Handle guest concerns and react quickly, logging and notifying proper areas
Assist guests regarding hotel facilities in an informative and helpful way
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 team on a daily and per shift basis
Lead, coach, train, and mentor the Front Desk and Bell team ensuring the correct sequence of events for proper registration and checkout of guests
Assign breaks and specific tasks
Drive the standards throughout the department, maintain consistency, and conduct audits for successful quality program results (LQA/Forbes/Amex)
Conduct daily pre-shifts and assist with monthly departmental meetings
Champion employee engagement initiatives
Assist in developing and implementing SOPs and training programs aligned with Accor and Fairmont standards
Accept payment for guests’ accounts both at the time of registration and at checkout and maintain a house bank
Maintain a daily log of all guests’ opportunities with corrective action steps
Perform duties of front desk, bell, and royal service as required
Follow department policies, procedures and service standards