Position Purpose Assist in the oversight of the Front Desk Staff and effectively
monitoring and managingcustomer relations while working closely with the Front Office Manager in administering processes and procedures.
Essential Job Functions
Maintains standards of guest service as established by the Front Office Manager.
Ability to learn, manage and train associates on our HotSos system and Springer Miller software.
Responsible for the management of our guests profile information and responsible for communicating with all departments to ensure guest information is relayed in a timely manner and all pre-arrival details are executed prior to guest arrival.
Responsible for managing and entering all new guests profile information that is obtained during the guests stay on property through our eMbrace program.
Maintain a complete knowledge of and comply with all hotel/departmental policies/service procedures/standards.
Provide budgets/forecasting numbers accurately and on time when requested by upper management.
Anticipate guest's needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times
Resolve guest complaints, ensuring guest satisfaction
Monitor and maintain cleanliness, sanitation and organization of assigned work areas
Maintain complete knowledge at all times of
All hotel features/services, hours of operations
All room types, numbers, layout, dcor, appointments and locations
All room rates, special packages and promotions
Daily house count and expected arrivals/departures'
Information regarding groups arriving, departing, and or in-house
Room availability status and rate for any given day
All hotel departmental policies and procedures
Access all functions in the SMS (Springer Miller System) and any other Front of House related system pertinent to providing maximum service and efficiency for our guest and or associate (i.e. Time Saver, HotSOS, ggrs intranet, Etc.).
Ensure current information on rates, packages and promotions is available to the front desk.
Work closely with the Front Office Manager to review future group requests and how they may affect the front desk. Prepare the Front Desk and communicate to any other departments necessary for these events.
Assign work duties to staff
Supervisory duties to include evaluating performance, time clock auditing, coaching and counseling of associates, and scheduling of staff.
Monitor group VIP's and verify that they are registered and treated in accordance with hotel standards and CRM procedures.
Monitor arrival/event patterns and work closely with front desk scheduling to verify that the desk is appropriately staffed
Monitor group early arrival requests to verify that they are given the first available clean room
Assist staff with their job functions to ensure optimum service to the guests
Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations
Ensure the security of guest room access and guest billing following all guest privacy protocols and procedures.
Review all group no-shows, verify and ensure billing accuracy.
Anticipate sold-out situations and know how many rooms are overbooked. Assist overbooked or 'walked' guests
Review with the Rooms Maestro all resumes for arriving groups; organize and coordinate master accounts and 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 all late checkouts to housekeeping
Conduct and or facilitate on-boarding and on-going training with new and existing staff.
Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees
Foster and promote a cooperative working climate, maximizing productivity and employee morale.
Ensure effective communication with other departments in order to ensure high levels of guest satisfaction.
Document all pertinent information to the appropriate department via e-mail or through CRM system.
Complete and ensure that all paperwork and closing duties are completed correctly and in a timely manner
Manage and/ or assist night audit staff to ensure accurate and timely reporting on the hotels daily financial information to corporate office.
Attend the Resume Meeting with the Rooms Maestro.
Attend all pertinent/required meetings as deemed by the Guest Services Director (i.e. AM/PM huddle, Rooms Meeting, All Managers, etc.).
Perform MOD duties as prescribe by GGR MOD program and Emergency Procedures.
Perform other duties as assigned by the Guest Services Director or Director of Rooms.
Hospitality Degree preferred, plus 1 or more years of experience in the related field.
Creative. Able to work independently, has good judgment, problem solving, and decision-making skills.
Excellent organization and time management skills is required.
Good oral and written communication towards guests, supervisors, peers, and/or subordinates.
Able to guide, direct, and motivate subordinates.
Self-motivated and willing to think out of the box.
Reporting Relationship This position reports to the Guest Services Director.
Exemption Status Exempt
Note This document describes the general nature and level of work required of people in the job. It is not intended to be an all-encompassing list of responsibilities, duties, and skills.
Beverly Garland's Holiday Inn