What do we expect from you?
Under the general guidance of the Director of Rooms or any other authorized by the management, oversee the daily operations of the Front Office Department. Ensure that front desk and communications meet hotel standards for maximum guest satisfaction. Act as the main contact for guests and other hotel departments in the absence of the Director of Rooms.
How your day looks like?
- Ensure efficient guest registration, check out and telephone service
- Observe front desk agents and ensure that established procedures are completed in accordance with policy and procedure, i.e., proper public relations techniques are utilized, guests are handled both courteously and professionally, proper identification and credit are established and all posting, cash transactions, account settlements and deposits are handled correctly
- Observe front desk and telephone attendants and ensure that their duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, calls are handled both courteously and professionally, calls are answered on a timely basis and the proper greetings are used, messages and faxes are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner, and ensure follow through
- Direct and train front desk staff and operators
- Assist in new-hire and on-going trainings
- Direct and assist front desk staff and telecommunications in organizing breaks, ensuring that all work is completed efficiently and according to schedule
- Ensure all necessary reports and forms are completed daily/weekly/monthly
How do I deliver this?
- Tell it like it is - Authentic, honest, you mean it, sincere, true.
- Have fun and make friends - fun, energetic, whimsical, upbeat, “wink", casual.
- I've got your back - Accountable, responsible, makes up for own promises, knows how to take ownership, follows - thru, dependable.
- Play to win - Original, cutting edge, new, "outside the box”; open to new possibilities, different.
- Right here, right now - Attentive, detail-oriented, always focused, always in the moment, precise, owns the guest.
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