ESSENTIAL JOB RESPONSIBILITIES

• Respond to all guest requests problems complaints and/or accidents presented at the Front Desk or through Reservations in an attentive courteous and efficient manner. Follow up to ensure guest satisfaction.
• Motivate coach counsel and discipline all Front Desk personnel according to hotel S.O.P.'s.
• Conduct all 90 day and annual Front Desk employee performance appraisals according to S.O.P.'s.
• Develop employee morale and ensure training of Front Desk personnel.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate efficiency monitor credit report and maintain close observation of daily house count.
• Participate in required M.O.D. program as scheduled.
• Review Front Desk staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
• Prepare employee Schedule according to business forecast payroll budget guidelines and productivity requirements. Present with Wage Progress Report to General Manager weekly.
• Ensure that no-show revenue is maximized through consistent and accurate billing.
• Maintain a professional working relationship and promote open lines of communication with managers employees and other departments.
• Work closely with Accounting on follow-up items i.e. returned checks rejected credit cards employee discrepancies etc.
• Operate all aspects of the Front Office computer system including software maintenance report generation and analysis and simple programming.
• Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
• Ensure correct and accurate cash handling at the Front Desk.
• Attend monthly all-employee team meetings and any other functions required by management.
• Ensure logging and delivery of all messages packages and mail in a timely and professional manner.
• Be aware of all rates packages and promotions currently underway.
• Process and handle guest laundry (property specific).
• Ensure that employees are at all times attentive friendly helpful and courteous to all guests managers and other employees.
• Establish and maintain key control system.
• Focus the Front Desk Department on their role in contributing to the guest service scores.
• Monitor all V.I.P.'s special guests and requests.
• Maintain required pars of all front office and stationary supplies.