Overview

Manage the desk agents to ensure completion of essential duties necessary for an efficient Front Desk operation.

Responsibilities

• Maintains all standard of guest service.

• Manage and motivate all Front Office Staff with daily supervision to include staffing, training, discipline, scheduling and visually monitoring performance to ensure adherence to all service and productivity standards to provide the very best in guest satisfaction.

• Receive and resolve all departmental guest complaints in a timely manner and within the guidelines of the company.

• Check and control room reservations, Front Office systems, supplies inventory, scheduling, forecasting and department budget to maximize revenue. Compile and prepare financial reports (including rate and availability calendar).

• Communicate with guests to answer questions

• Implement and monitor all Corporate marketing programs.

• Organize and conduct pre-shift and departmental meetings to disseminate pertinent information. Attend other hotel meetings as deemed necessary.

• Provide clear direction in advising and instructing staff in details of work.

• Organize, conduct and/or attend meetings to obtain and disseminate pertinent information

Supportive Functions

• Perform other duties as assigned by Supervisor

• Perform room inspections as needed.

• Assist in check in/check out of guests or any related guest service activity.

• Participates in Manager on Duty program.

Qualifications

To perform the job successfully, an individual should demonstrate the following competencies. Other competencies not listed may be required for specific positions. The requirements listed below are representative of the knowledge, skills, and/or abilities required.

• Must have strong verbal and written communication skills.

• Must have strong customer service skills.

• Ability to multi-task.

• Proficient organization and supervisory skills needed to accomplish a task.

• Considerable knowledge of computer systems for registration, reservations and back-up systems.

SUPERVISORY RESPONSIBILITIES

Supervises Front Office staff to include Hiring, Training, Coaching, Discipline, and Performance Evaluations.