Assist the General Manager and Assistant General Manager in managing the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals. Ensure that the arrival, departure, and any other guest contact experience are conducted in an efficient and friendly manner.
Essential Duties and Responsibilities
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Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct frontdesk associatesindetailsof work. Observes performance and encourages improvement.
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Greet guestsimmediatelywith a friendly and sincere welcome. Use a positive and clear speaking voice, listentoand understand requests, respond with appropriateactionsand provideaccurateinformation such as outlet hours and local attractions.
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Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makeappropriateselection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Close out guest accounts at time of check out.
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Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, makechangeand balance an assigned house bank. Accept and record vouchers,traveler’schecksand other forms of payment. Performaccuratemoderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
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Promptly answer the telephone usingpositiveand clear voice. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, smallpackagesand facsimiles for customers as requested.
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Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates. Resolve customer complications and complaints by conducting thorough researchofthe situation anddeterminingthe most effective solutions. Make decisions andtake actionbased onpreviousexperience and good judgment, sometimes revising approach to accommodate unusualsituation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
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Communicate both verbally and in writing to provide clear direction to staff.
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Comply withattendance rules and be available to work on a regular basis.
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Perform any other job-related duties as assigned.
Qualifications and Skills
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One year experience in customer service in hospitality or similar industry.
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Ability to effectively deal with internal and external customers, some of whom will requirehigh levelsof patience,tactand diplomacy to defuse anger and collectaccurateinformation and resolve conflicts.
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Basic mathematical skills and considerableskillin the use of a calculator to prepare moderately complex mathematical calculations without error.
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Ability to access and accurately input information using a moderately complex computer system.
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Ability to stand,walkand continuously perform behind the front desk. Ability toobserveand detect signs of emergency situations with or without reasonable accommodation.
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Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
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Ability toestablishand maintain effective working relationships with associates,customersand patrons.
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Effective verbal and written communication skills.
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Ability to adapt communicationstyleto suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.
