SUMMARY:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

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  Provide exceptional customer service to all hotel guests, making their stay as comfortable and accommodating as possible while achieving team and Brand goals.
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  Perform quality assurance (QA) requirements for assigned areas.
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  Assists in interviewing, hiring, orientation, and training new front desk associates and newly promoted associates.
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  Plans, schedules, assigns, directs, and reviews associate’s work.
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  Reviews and approves direct report’s time and attendance records.
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  Assists General Manager with appraising job performance; recognizes and rewards associates as appropriate.
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  Assists General Manager with counseling, disciplining, and making recommendations for dismissals.
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  Schedule and assure correct staffing levels to meet demands of guests and associates.
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  Fulfills Manager on Duty shifts
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  Works with counterparts within hotels and at other hotels to coordinate efforts to maximize hotel profitability.
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  Strives to increase the level of guest satisfaction by delivery of an improved product through employee development and quality image.
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  Assists and/or leads revenue management with the implementation and execution of programs to ensure that the hotel's room occupancy and Average Daily Rate objectives are met.
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  Supervise associates, coordinate and participate in all front desk activities and responsibilities.
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  Ensures that all policies, procedures, federal, state and local ordinances with regard to personnel, security, cash handling, guest relations and safety are followed.
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  Coordinates with other department managers concerning equipment and supplies needed.

• Answers guest’s questions on charges; attempt to resolve problems to guest satisfaction.

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  Coordinates with departments concerned on discrepancies in room status.
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  Register guests, assign rooms, & issue room keys.
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  Make courtesy call to guests to assure their complete satisfaction with their room, etc.
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  Schedule and make Wake-up calls.
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  Receive and transmit messages.
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  Keep records of occupied rooms and guests’ accounts.
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  Make and confirm reservations.
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  Present statements and collect payments from departing guests.
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  Receives, records, investigates, and acts on guest complaints as well as compliments and commendations.
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  Initiates compliments or misconduct notices and follows-up with GM and/or AGM.
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  Schedule dry cleaning service, post to guest folio and deliver to guest rooms.
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  Perform administrative functions for guests, i.e., faxing, coping, mailing, over-night mail service, and other clerical duties.
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  Implement, monitor and carryout brand-specific guest loyalty program.
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  Clean and maintain organized work area. Stock all printers and restock any guest supplies needed at front desk.
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  Clean, organize, and maintain lobby area (news papers, coffee table, clean doors, windows, etc. as necessary).
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  Post grocery-shopping tickets.
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  Coordinate meeting room schedule and functions; booking and quoting dates; coordinating with other departments; food and beverage setups including coordinating the room facility, setups and breakdown.
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  Posting charges and expenses to the folio for the meeting room for guests.
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  Deliver requested amenities to guest rooms (rollaway beds, cribs, pillows, blankets, towels, small amenity items, etc.).
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  Verify bucket-check against computer information.
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  Count drawers, make deposit drop verified by witness, and run initials.
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  Close and balance shift.
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  Communicate with Housekeeping Supervisor regarding early and late check-ins, checkouts, stay-overs, and special requirements for amenities.
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  Perform daily shift checklist.
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  Document all maintenance related requests in the SINA Hospitality Management-approved web- based tracking system.
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  May perform housekeeping and minor maintenance duties as needed or requested by management.
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  Remain highly visible and be readily available for guests at all times.
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  Take initiative to offer assistance or answer questions throughout the hotel.
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  Maintain proper administration of key control.

• Willingness and ability to train new associates.

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  Thoroughly understand and implement the Brand service culture.
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  Perform all shift checklist responsibilities.
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  Support team members to ensure the team’s entire workload is completed daily.
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  May be asked to operate a motor vehicle in the course of running errands for the hotel.
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  Perform other duties as required.

SUPERVISORY RESPONSIBILITIES:

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  Direct supervision over Front Desk Clerk, Night Auditor, and other positions, as directed by the General Manager.

QUALIFICATION REQUIREMENTS:

Education and/or Experience:

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  High School diploma or GED required.
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  One year related experience and/or training preferred.
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  Supervisory experience and/or training preferred.

Knowledge, Skills and Abilities:

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  Ability to maintain confidentiality of business and financial matters and information related to the property, owner(s), partners, guests, associates, etc.
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  Good interpersonal skills. Ability to work in a courteous, tactful and patient manner with other associates, management, guests, vendors, suppliers, and other members of the general public conducting business with the property.
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  Ability to communicate effectively verbally and in writing and excellent telephone skills.
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  Ability to work in a fast-pace, high-energy and demanding work environment.
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  Good knowledge of hotel operations or ability to learn quickly.
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  Ability to work as a team player with all levels of associates.
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  Dedicated, hard-working, self-motivated.
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  Good management and supervisory skills.
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  Good time management skills; ability to prioritize and coordinate details; ability to multi-task.
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  Flexibility to adjust work priorities as necessary.
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  Practice safety standards at all times.

• Computer skills required.

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  Skill in operation of tools and equipment listed below.
  
  

• Complete knowledge of Emergency Equipment Manual, i.e., utility and water shutoff equipment, fire alarm system/panel and emergency procedures, etc.

• Prompt and regular attendance.
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  Work flexible hours and/or overtime as required. The hotel operates 7 days a week, 24 hours a day. Department schedules must accommodate fluctuating business demands and associates may be asked to work shifts other than those they prefer or normally work and overtime as required.
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  Comply with hotel and/or department uniform and professional behavior and appearance standards.
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  Carry out all reasonable requests by team leaders and managers and act as a team player with all levels of staff.
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  Participate in all mandatory job training and meetings.
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  Ability to successfully complete brand standard training including brand service training.
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  Adhere to property policies and procedures, the Employee Handbook, and/or other property and IMM documents.
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  Immediately report any suspicious activities by gue