At HRI Hospitality, we offer a unique perspective on hotel ownership and management.
We're here to expand the possibilities of what once was, with our history of restoring properties to their former glory as well as new build projects that become the center of their vibrant urban community, we take it to the next level.
We are looking for people to join our team that share in the passion for warm welcomes and creating an unforgettable experience for our guests. With a wide array of brands in exciting locations, HRI Hospitality is the destination to set course for growing your career!
This position requires a couple of Front Desk shifts per week, in addition to a few Supervisory shifts per week. This position is primarily for AM shift but may require the occasional PM shift when coverage is needed.
JOB DUTIES :
- Maintain complete knowledge at all times of :
All hotel features / services, and 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.Meet with the departing Front Desk Supervisor or Night Auditor to review business status and follow up itemsAccess all functions of the computer system according to established procedures and standardsAnswer the department telephone within three rings, using the correct greeting and telephone etiquetteCheck the Front Desk and storage areas for proper supplies, organization, and cleanliness. Instruct designated personnel to rectify any cleanliness / organization deficiencies.Review the previous day's occupancy and room revenues. Monitor revenues derived from telephone, garage, and sundries. Monitor expenses (telephone, cost of sales, supplies, commissions, and labor). Resolve discrepancies with Accounting. Track actual numbers against the budget.Ensure that staff report to work as scheduled. Document any late or absent employeesCoordinate breaks for staffAssign work duties to staff in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift.Identify situations that could compromise the department's standards and delegate these tasksConduct pre-shift meetings with staff and review all information pertinent to the day's businessInspect grooming and attire of staff; rectify any deficienciesInspect, plan, and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnelConstantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel including Front Desk staff, PBX Staff, and Reservations StaffMonitor the check-in / check-out process, ensuring agreement to hotel standards, anticipate critical situations, and assist wherever necessary to help alleviate the pressure and to process the guest expedientlyMonitor communication logs and ensure that guest requests are followed up within 20 minutes. Check for repetitive problems and follow through on any unresolved requestsMonitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys. Handle guest reports on theft from safe deposit boxes according to hotel proceduresMonitor guest mail and ensure that it is processed according to proceduresMonitor and ensure that express check-outs are processed through the system correctly in accordance with hotel check-out standardsMonitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnelAnticipate guests' needs, respond promptly, and acknowledge all guests, however busy and whatever time of dayAssist guests with reports of lost or stolen articles, following hotel policyAdhere to hotel requirements for guest and employee accidents or injuries and in emergency situationsContact newly registered guests ten minutes after check-in to establish guest satisfaction; resolve any dissatisfaction immediately. Document each call according to proceduresEnsure the security of guest room accessMonitor and ensure that all cashiering procedures comply with Accounting policies and standards :Contracted banks
Shortages and OveragesLate chargesPetty cash and paid outsAdjustmentsPosting chargesMaking change for guestsCashing personal or travelers checksPayment methods or processingSettling accountsClosing reportsCashier reportsBalancing receiptsDropping receiptsSecuring banksAssist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk proceduresAnticipate sold-out situations and know how many rooms are overbooked. Locate alternative accommodations for guests and "walk" guests, following hotel policies and proceduresAudit surrounding area hotels daily for the status of rooms, rates, discount rates, and packages. Maintain a current list of available locations for walk situationsAnticipate low occupancy periods and coordinate blocking of rooms with Executive Housekeeper to maximize labor costs, deep cleaning, and maintenance of roomsReview the arrival report for accuracy and completeness. Check printed registration cards against information on arrival report; rectify any deficiencies with respective personnelWork closely with housekeeping management to ensure the accurate status of each room, the readiness of rooms for check-in and to report guest concernsPrint special requests report and block according to specificationsBalance room types daily according to departmental proceduresReview resumes for arriving groups; organize and coordinate master accounts and check-in / check-out., pre-registration proceduresCoordinate delivery time of amenities with room service, ensuring timely deliveryMonitor V.I.P. arrivals; greet and escort them to their roomReview requests for late check-outs and approve them according to occupancy. Communicate such to HousekeepingReview all out-of-order rooms daily with respective departments to determine the most current status and the estimated date for return-to-room inventoryPrint report on discrepant rooms, research discrepancies, and enter current status accordinglyComplete bucket check nightly according to departmental proceduresMaintain awareness of undesirable persons on hotel premises and escort off property contact Security where necessaryEnsure all closing duties for staff are completed before staff sign outFoster and promote a cooperative working climate, maximizing productivity and employee moralePrepare and submit daily / weekly payroll recordsComplete work orders for maintenance repairs and submit them to Engineering. Contact Engineering directly for urgent repairsComplete all paperwork and closing duties in accordance with departmental standardsReview the status of assignments and any follow-up action with the on-coming supervisor.MINUMUM REQUIREMENTS
High school graduate or equivalent, some collegePrevious experience as a Guest Service AgentMust be able to satisfactorily communicate in English with guests, management and co-workersMust be able to provide legible communicationAbility to enforce hotel's standards, policies, and procedures with Front Desk staff.Ability to prioritize and organize work assignments; delegate workAbility to direct the performance of staff and follow up with corrections where neededMust be able to think clearly, analyze and resolve problems exercise good judgmentAbility to focus attention on detailsAbility to remain calm and courteous when consulting with demanding, difficult guests and / or situationsMust be able to perform job functions to standards under pressure of multiple arrivals and departures.HRI is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job-related requirements.
