Oversee and manage the daily activities throughout the shift of the front desk, reservations, PBX and bell stand, and work closely with all other departments of the hotel to ensure a great experience for the guests.
Orchestrate and expedite the registration and check-out process at the front desk.
Develop and implement training and on-going development and support of all front office team members.
Ensure compliance with all internal controls, safety practices, procedures and regulations.
Utilize proper conduct of professionalism in compliance with organizational standards.
Review all special requests and pass on to front desk attendants, housekeeping, PBX and bell staff.
Maintain front office related equipment and supplies.
Monitor and expedite the traffic flow in the lobby for efficiencies and guest satisfaction.
Maintain the appearance, organization and cleanliness of the front desk and other guest areas at the highest level at all times.
Respond to guest inquiries in an efficient, courteous and professional manner.
Professionally and diplomatically interact and communicate with guests, peers, and other departments.
Adhere to the highest service standards to offer resort guests an optimum hospitality experience.
Make daily schedule adjustments as necessary.
Prioritize and perform administrative tasks as necessary to include the daily time and attendance edits and send them to payroll.
Evaluate and monitor on an on-going basis the performance of team members to ensure exceptional guest service is provided.
Maintain awareness of and effectively communicate to staff(front desk, reservations, PBX and bell staff) any and allpromotions, events and programs.
Give the front office staff latitude and empowerment so they will be able to provide exceptional service.
When dealing with a guest complaint, demonstrate active listening skills and tact to prevent a more serious situation and maintain order even in a highly charged situation.
Create and complete daily reports from the hotel management system.
Be involved with all coaching and counseling sessions and disciplinary actions taken with team members.
Conduct performance evaluations for all team members semi-annually and annually.
Schedule and conduct a monthly departmental meeting with supervisors and staff.
Conduct a daily room division meeting with other operating departments to share information with all front office staff.
Work closely with the marketing department regarding special events and upcoming promotions and share information with front desk, reservations, PBX and bell staff.Assume responsibility and perform duties of the supervisor on scheduled days off.
Meet with and report pertinent information to the hotel director.
Assist with the annual budget forecast for the hotel’s front office department.
Ensure daily/nightly Manager On Duty (MOD) report is given to hotel director first thing every morning.
Make sure there is a back office supply of toilet paper, facial tissues, hand soap, small trash bags for requests from guests made at the front desk.
Make sure inventory of office supplies and computer/fax/printer supplies are stocked and easily accessible.
Ensure daily weather report is printed out each morning and prominently and elegantly displayed at front desk.
Create and keep on hand a binder of current local events with flyers and information to share with guests and make sure front desk, PBX, reservations and bell staff are aware of this binder.
Implement and continue cross training for PBX, reservations, front desk, and bell stand personnel.
Keep on hand a supply of family games i.e. Monopoly, Chutes & Ladders, etc. for loan to guests. Create and maintain a log of what room, name and date games are loaned.
To warmly welcome groups, make sure welcome signage board has proper signage for arriving guests and prominently displayed.
Work closely with marketing department or hotel director regarding groups, wedding parties regarding welcome gift bags and incentives for casino and dining locations.