OVERVIEW/BASIC FUNCTION:

Responsible for the completion of all Front Desk functions in accordance with hotel and brand standards. 

RESPONSIBILITIES:

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

• Ensure that standards are maintained at a superior level on a daily basis.

·         Maintain complete knowledge at all times of:

All hotel features/services, hours of operation.

All room types, numbers, layout, décor, 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.

• Meet with departing associates to review business status and follow up items.

• Access a function of computer system according to established procedures and standards.

• Monitor and ensure that Front Desk areas are kept clean and organized and manned at all times.

• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.

• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.

• Monitor guest mail and ensure that it is processed according to procedures.

• Interact with guests, ensuring prompt and courteous service.

• Observe guest reactions and confer frequently with staff to ensure guest satisfaction.

• Anticipate guests' needs, respond promptly and acknowledge all guests.

• Promote positive guest relations at all times.

• Monitor and ensure that all cashiering procedure comply with Accounting policies and standards:

Contracted banks

Shortages/overages

Late charges

Petty cash/paid outs

Adjustments

Posting charges

Making change for guests

Cashing personal/travelers checks for guest

Payment methods/processing at check-in

Settling accounts

Closing reports

Cashier reports

Balancing receipts

Dropping receipts of daily work

Securing banks at all times

• Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.

• Review the arrival report for accuracy and completeness.

• Ensure that all VIPs are pre-registered according to standards.

• Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.

• Print special request report, comments, and traces and block according to specifications.

• Print credit check report and review status of each account. Follow up on accounts beyond approved credit limits.

• Review resumes for arriving groups; check-in/pre-registration procedures.

• Coordinate delivery time of amenities with Room Service, ensuring timely delivery.

• Review requests for late checkouts and approve according to occupancy. Communicate to Housekeeping.

• Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.

• Ensure all closing duties for staff are completed before staff signs out.

• Contact Engineering directly for repairs.

• Document pertinent information in relevant tracking program (GoConcierge).

• Complete all paperwork and closing duties in accordance with departmental standards.

• Review status of assignments and any follow-up action with on -coming Lead or Manager.

• Exhibit a friendly, helpful and courteous manner when dealing with guests and fellow employees.

• Participate in up-sell programs.

• All other duties as required.

QUALIFICATIONS:

• Experience: Previous experience in cashiering. Preferable but not required, one to two years’ experience in a similar position ideally in a luxury or ultra-luxury business.

• Education: High school diploma.

• General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

• Technical Skills: Ability to suggestively sell available rooms; ability to input and access information into system; ability to remain calm and courteous with demanding/difficult guests; ability to perform job functions to standards under pressure; ability to ensure security and confidentiality of guests; ability to work without direct supervision.  Basic understanding of Microsoft Office.

• Language: Required to speak, read and write English, with fluency in other languages preferred.  Must be able to satisfactorily communicate with guests and co-workers to their understanding.

• Physical Requirements: Must be able to exert physical effort in transporting 50 pounds, endure various physical movements throughout the work areas, reach up and down, and remain stationary at times throughout work periods

• Licenses & Certifications: None required.

Expectations:

• Meet and exceed guest and staff expectations by providing Rosewood Hotels & Resorts quality service and product

• Provide value added service to guests by doing whatever is reasonable and possible to meet or exceed customer expectations

• Communicate effectively with guests, staff, and supervisors

• Demonstrate teamwork by cooperating and assisting staff as needed

• Handle difficult situations effectively

• In all situations, demonstrate “the ways we work”. (Engaging, Intuitive, & Refined)

• Possess ability to up sell property services (Spa, Dining & Golf)

• Uphold company standards of conduct, grooming, dress and personal hygiene. Ensure compliance with all safety and health requirements of Rosewood CordeValle, state and federal regulations.  Ensure proper care and use of all Rosewood CordeValle equipment.  Carry out all reasonable requests by management that the employee is capable of performing.  Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance. Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position. Maintain a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate.