Job Description

• Responsible for examining and verifying charges and posting of Front Office Agents, preparing daily transaction summary as well as clearing OnQ PM System and setting for start of day
• Post and balance banquet checks and parking charges
• Settle F&B House account allowances
• Run Room and tax
• Examine and verify food and beverage posted charges and postings, balance all charges to register tapes, and review food and beverage summary (Outlet posting summary report)
• Press T.A. button
• Oversees the preparation of daily summary repots for distribution to various hotel departments on the day’s business activities
• Press N.A. run report
• Serves as Manager On Duty to address and resolve guest and team member’s issues and questions
• Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate
• Makes appropriate selection of room number based on guest needs
• Codes electronic keys
• Non-verbally confirms the room number and rate
• Ensures guest knows location of room, and arranges for team member to accompany guest to room
• Provides welcome packet containing room keys, vouchers, letters, gifts etc. to guest
• Ensures rooms and services are correctly accounted for within guest statement
• Properly accounts for services provided by the hotel
• Assists guests with check out payments or charges
• Greet guests immediately with a friendly and sincere welcome
• Uses a positive and clear speaking voice, listens to understands request, responds with appropriate action and provide accurate information such as outlet hours, special VIP programs, events, etc.
• Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decision and action
• Promptly answers the telephone and inputs messages into the computer and advises other team members of special needs
• Retrieve messages in computer and communicate the content to guests
• Retrieves mail, packages and facsimiles or other special items for customers as requested
• Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results
• Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
• Remains calm alert especially during emergency situations and heavy hotel activity
• Plans and implements detailed steps by using experienced judgment and discretion
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts
• Any and all additional duties assigned by Director of Front Office or Assistant Director of Front Office.

Experience:

One year experience as Front Desk Supervisor in a similar size hotel is required.

Flexible schedule.