Responsibilities and essential job functions include but are not limited to the following:
- 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
- Follow all safety policies