Job Description

Provide supervisory assistance, support and job knowledge to the various front office positions.

• Supervise day-to-day activities of the front desk clerks and rack clerks

• Perform pre-shift briefings for all front desk personnel

• Handle any guest complaints/problems

• Assist with group and VIP arrivals/departures

• Review and make recommendations regarding scheduling

• Act as the liaison between the other front office departments regarding requests for service from the hotel guests

• Monitor rooms available and the placement of guests

• Recommend and assist with the implementation of policies and procedures

• Adhere to Payment Card Industry Security Standards (PCI Compliance)

• Maintain established procedures of the front desk

• Monitor clerk overages and shortages

• Train new and existing front desk clerks

• Assist guest services area when required

• Answer phone calls as well as IVY requests in a timely manner, inputting work orders into Maximo for engineering and housekeeping requests

• Monitor upsells through LUXE for agents

• Assist with front desk kiosks to make sure they are working correctly

• Ensure area is neat and fully stocked at the end of shift

• Perform periodic reviews and counseling of employees as needed

• Achieve daily maximum occupancy levels

• Exemplify our core values, family style service, our mission and vision

• Exemplify our DEI (diversity, equity, inclusion) culture

• Perform other job-related duties as assigned

• Excellent communication skills with the ability to read, write, and communicate verbally in English
• Ability to perform basic math functions; use ten-key and computer equipment; supervise and guide staff towards daily goals and objectives; maintain effective working relationships with staff; deal effectively with the public; work flexible hours
• Decision-making skills
• Understand and comply with all company and departmental rules, regulations, policies and procedures
• High School diploma or equivalent

ADDITIONAL REQUIREMENTS

• Must be able to respond to visual and aural cues
• Must have manual dexterity to operate all office equipment
• Must be able to maneuver around office and property
• Must be able to lift and carry up to 30 pounds
• Must be able to bend, crouch, kneel, twist and work at a desk/counter when performing functions of the job
• Office environment may include variable temperature and lighting levels

GUEST SERVICE (INTERNAL/EXTERNAL) STANDARDS: Employee is required to meet and deliver our core values, service standards, and family style service.

PERFORMANCE REQUIREMENTS Must have the ability to provide internal/ external guests with service excellence, have excellent communication skills and observation skills, and have an easygoing demeanor to ensure a fun and safe environment for our guests. Above average speech – both speaking and reading/writing English. Need excellent interpersonal skills. Work requires schedule flexibility which may include days off, nights, weekends, holidays, and overtime as needed.