Essential duties
Ensures Front Office duties are fulfilled according to hotel policy and procedure, i.e., proper public relations techniques are applied, calls are made both courteously and professionally stating first name, calls are answered in a timely manner and the proper greetings are used, messages are processed correctly and efficiently, guest complaints and problems are treated with in a courteous and professional manner, and ensure follow through, follow up calls are made to guest and time of tasks fulfilled.
Observes Front Desk Agents and ensure that created procedures are fulfilled according to policy and procedure. Assist FOM in overseeing the completion of training for the departments (Front Desk, PBX, and Night Audit). Direct and help staff organize breaks, ensuring that all work is fulfilled efficiently and according to schedule. Monitor all checklists making sure they are being fulfilled correctly and in a timely fashion.
Reviews current days expected arrivals and check all VIP and special request reservations to ensure that all arrangements are correct, blocked properly and other departments are notified of room assignment. Balances the house and block rooms according to standard. Reviews the daily room availability. Checks status of departures daily. Relays all pertinent information to Front Desk Agents, PBX, Night Audit, and the Front Office Manager. Ensures Night Audit is processing all tasks correctly and completely.
Assist in new-hire and termination process. Complete guest accounting with accuracy and ensure Open Folios are closed in a timely manner. Review that cancellation and no-show fees are being fulfilled. Assist with reviewing department invoices and departmental monthly budget. While the AFOM is expected to work Front Desk shifts, there will be times where special projects and other job responsibilities will have the opportunity to be completed in an office setting.