Coach, lead, guide and direct the efforts of the team of Reception Agents.
Provide support to Front Desk Manager in the daily operational duties.
Consistently offer friendly, engaging and a service culture that contributes positively to the service provided within our brands.
Adhere to the established financial guidelines and control all costs.
Regularly review „Open Balance‟ report and ensure that guests in-house have sufficient deposit to cover for their estimated total charges upon departure.
Verify and imprint credit cards for authorization/completion/sale using electronic acceptance methods.
Overlook the operational house bank.
Perform accurate, moderately complex arithmetic functions using acceptable electronic device; including corrections and adjustments in guest folio.
Maintain an accurate filing system.
Liaise with Front Desk Heartists on all outstanding bills and ensure full payment of departing guests.
Ensure that the hotel credit policies are adhered to at all times.
Perform daily “bucket check report” against guest folio ensuring that charges are accurately posted and support receipts are properly filed/attached.
Ensure that team members and one’s cash report is balanced and closed at the end of the shift with remittance envelop dropped in the cash vault.
Review all reservations, assign room blockings
Constantly check reservations to ensure room availability and special blockings are handled correctly.
Perform registration process by obtaining data from guest and by observing the established guidelines.
Check all transactions performed by Front Desk Heartists during shift and countersign on designated space in the registration card signifying approval.
Ensure that repeat guests are pre-registered, when necessary.
Update and maintain guest history/profile of all guests.
Overlook and drive ALL loyalty and guest recognition programs.
Manage the submission of all local government requirements/information concerning hotel guests.
Manage the strict control of room keys.
Ensure that all rooms which are due to check-out are checked and the daily housekeeping discrepancy reports are resolved.
Promotes and follows a safe work environment.
Promotes and leads a service driven, results driven work environment.
Follows departmental SOP‟s (Standard Operating Procedures) including all safety policies.
If required, oversee the daily Operations of the Kids Club and Health Club.
Promote all hotel services, offers and facilities and their operating hours.
Lead guest recovery efforts across the resort, ensuring all guest concerns are acknowledged, resolved and followed up in accordance with Fairmont's Guest Recovery framework.
Personally engage with VIPs, Handle with Care guests and guests requiring special attention.
Act as Manager on Duty, representing Executive Management during assigned shifts.
Coordinate hotel operations across Front Office, Housekeeping, Engineering, Security, Food & Beverage and Recreation.
Lead emergency responses and critical incidents following hotel procedures.
Respond to accidents and incidents.
Ensure operational continuity during peak periods and major events.
Drive compliance with Fairmont Brand Standards and LQA requirements.
Conduct quality inspections throughout the resort.
Monitor and manage ALICE Service Delivery and Recovery tickets.
Ensure timely completion of guest requests.
Review outstanding tickets and follow up with departments.
Drive upselling opportunities.
Minimize rebates and billing discrepancies.
Monitor compensation and goodwill gestures.
Other tasks as assigned.
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