To assist the Front Office Manager in a day to day operation.
General Duties :
- Assist in the day-to-day operation of the hotel front office
- Supervise the operational activities of the hotel front desk within hotel guidelines to provide the highest standard of courteous service while permitting acceptable profit levels.
- Assign, coordinate, and supervise work activities of Front Desk Agents.
- Ensure work is completed to include, shift closings, room deposits, refunds and rebates.
- Train and develop Front Desk Agents. Prepare staffing schedules, complete payroll, and monitor labor costs to budget figures.
- Prepare and conduct Front Desk meetings and resolve issues.
- Perform house counts and review daily arrivals, identify potential problems with rooms’ activity and take appropriate action.
- Provide information and direction to staff to achieve 100% occupancy.
- Review and resolve dispute accounts and Housekeeping discrepancies.
- Prepare a shift briefing to communicate activities, short take training, and any problems and/or special information to the next shift.
- Perform check-in and out procedures.
- Take personal responsibility for correcting customer service
- Leading our front office team and maintaining a level of professionalism according to the standards.
- Adhering to all policies and procedures set forth by the hotel.
- Balancing the house and blocking rooms according to the standards set forth by the Hotel
- Monitoring guest service supervisors to ensure that checklists are being completed correctly and in a timely fashion.
- Ensure adherence to all credit procedures in the front office, reviewing high-balance report and follow up with credit manager or front office manager if needed.
- Ability to handle relocation of guests according to established procedures.
- Ability to interact and mingle with guest - explain about the lobby to make them feel welcome and as though they belong to the hotel.
- Adhere to and promote all our Core Values.
- Maintaining guest satisfaction by dealing with guest concerns both in person and by correspondence.
- Promote and motivate agents to continually enroll guests and achieve monthly goals set by the front office manager
- Response and adherence to emergency procedures. Ensuring a smooth response and coordination of appropriate departments during all emergencies.
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