Principle Responsibilities & Position Purpose:
Increase guest satisfaction by providing efficient and courteous guest service in accordance with the standards of the hotel while adhering to guidelines and procedures. Execute selling strategies to enhance the hotel revenue. Responsible for the total front office operation: Acts as Manager on Duty, responds to guests requests, represents hotel in the late evening and early morning hours, maintains thorough communication with management staff. Understands and implements the mission statement, values, and culture at all time.
- 1+ years of experience in a branded, quality hotel preferred
-High School diploma or equivalent of same. Associate’s or Bachelor’s Degree preferred
-Experience in accounting, is preferred
-Must display professionalism and have characteristics of honesty and trustworthiness
- Must have excellent attendance and punctuality
Work Environment & Context:
-Must be able to perform major life activities: standing, lifting, bending, learning, reading, concentrating, thinking, and communicating.
-Must be able to stand for eight hours, bend, stretch, and reach
-Long hours sometimes required. Work schedule varies and may include occasionally working on
Holidays, weekends, and evenings
-Must be able to push or pull 60 pounds and lift and/or carry 30 pounds
-Where applicable, follow approved laundry procedures; ensure understanding of operation of washers and dryers. -Assist with folding linen according to proper standards.
Required Knowledge, Skills, and Abilities:
-Manager on Duty Functions
-Cash and credit card handling, balancing charges
-Safety and security measures
-Entire property, staff services, hours of operation, type of rooms, locations, rates, and discounts.
-Frequent Stay Program
-Reservations procedures including cancellations and “walking” guest.
-Phone etiquette and answering procedures, be able to answer inquires of shopping, dining,
entertainment and travel directions.
-Daily hotel operations, check daily events, bulletin boards, and be up to date on changes, new
procedures and events.
-Computer literate to thoroughly operate property management system: post charges, compute bills,
collect payment, and make change
-Multi task, detail oriented, remain service centric
-Communicate with guests, co-workers, receiving and transmitting mail, phone and written messages and relay pertinent information using log books
-Assist with guest issues with professionalism maintaining hospitable attitude.
-Greet and register guests, provide room assignments, maintain guest privacy, and accommodate special request when possible.
-Promote and sell services/amenities of the hotel.
-Promote repeat business by offering to take future reservations and providing recommendations for alternate same brand-type products.
-Be aware of potential sales leads and contacts thorough guest interaction. Report information to the appropriate individual.
-Keep housekeeping and other departments informed of any special requests, late check-outs, and special needs areas.
-Check all credit cards for validity before the end of the shift.
-Learn and utilize PMS, if applicable.
-Ensure all cash, check and miscellaneous departments are in balance at shifts end.
-Adheres to hotel policies regarding the use of cash banks, drop/deposit logs, etc.
-Assist in other areas: F & B, cleanliness of property wherever assistance is needed for guest satisfaction.
-Help maintain a clean and professional lobby, dining area: dusting, vacuuming, cleaning tables, etc.
-Have a thorough working knowledge of emergency procedures.
-Practice safety standards at all times and be alert to hazardous conditions. Report or correct any hazardous conditions immediately.
-Report any unusual occurrences or requests to the manager.
-Maintain certification from a responsible vendor training if alcohol is served.
-Be flexible in regard to work schedule.
-Maintains a favorable working relationship with all other company associates to foster and promote a cooperative and harmonious working climate
-Utilize Service Recovery Log and other necessary communication logs from shift to shift.
-Daily input of labor statistics and accounting payables into online portals.
-Other duties as assigned, or which the associate is capable of performing.
Positions for Possible Future Advancement:
The next step for this position is in a training capacity. The ability to teach skills and competencies will enhance leadership skills in preparation for further promotion. Once that is achieved, the individual may qualify to be promoted to a Front Desk Supervisor or Front Desk Manager.