Job Description
Responsible for the management of all aspects of the Front Desk functions, in accordance with hotel standards. Directs, implements and maintains a service and leadership philosophy, which serves as a guide to respective staff.
- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
- Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Maintain positive guest relations at all times.
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Basic knowledge of surrounding area.
- Maintain complete knowledge at all times of:
- all hotel features/services, hours of operation.
- all room types, numbers, layout, decor, appointments and location.
- all room rates, special packages and promotions.
- daily house count and expected arrivals/departures.
- room availability status for any given day.
- scheduled in-house group activities, locations and times.
- all hotel and departmental policies and procedures.
- Access all functions of the computer system.
- Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
- Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff is knowledgeable on such.
- Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
- Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet the business demands.
- Ensure that staff reports to work as scheduled. Document any late or absent employees.
- Coordinate breaks for staff.
- Assign work duties to staff.
- Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
- Inspect grooming and attire of staff; rectify any deficiencies.
- Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
- Constantly monitor staff performance in all phases of service and job functions; rectify any deficiencies with respective personnel.
- Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
- Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
- Assist staff with their job functions to ensure optimum service to guests.
- Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
- Adhere to hotel requirements for guest/colleague accidents or injuries and in emergency situations.