Job description
COORDINATE FRONT OFFICE’S SHIFT ACTIVITIES TO PROVIDE THE HIGHEST STANDARD OF SERVICE
· Achieves customer satisfaction and rooms revenue goals by supervising Front Office employees
· Is proficient in all Front Office procedures
· Utilizes supervisory skills and motivation to maximize employee productivity and satisfaction
· Recommends to Rooms Division Manager how to improve guest service and efficiency in Front Office operations
· Supervises and participates in the prompt and courteous check-in, check-out and servicing of guests
· Records in the log book any incidents occurred in the hotel and follows-up with the department concerned
· Communicates open and closed dates, availability and condition of rooms to appropriate individuals
· Knows current rooms availability, and is familiar with future availability
· Keeps effective key control
· Ensures that guest mail and messages are delivered promptly
· Controls room rates, and brings rate changes in the attention of the Front Office Manager
· Oversees the proper handling of advance deposits
· Runs a credit check report, and analyses it for possible doubtful accounts
· Checks that discounts, billing instructions, and credit policies are followed, and takes action when needed
· Authorizes paid-outs and discounts
· Makes sure Front Office employees utilize yield management to maximize room revenue
· Checks the daily arrival list, and makes necessary preparations if hotel is sold out
· Informs the Rooms Division Manager on VIP guests and returning guests, and follows-up on VIP lists and room blockings
· Orders VIP gifts for the following day’s arrivals
· In the absence of Department Heads, takes disciplinary action when required. Follows-up with the applicable Department Head
· Investigate all walk-outs, and complete relevant forms
· Deals with all incoming telefaxes and telexes after office hours
· Completes all forms in cases of accident or theft in the hotel during the shift
· Brings needs for repair to the attention of the Rooms Division Manager
· Lives the Yes I Can values
· Ensure the 100% Guest Satisfaction
· Manages the Club Carlson enrollments
LIASION BETWEEN GUESTS AND MANAGEMENT
· Handles promptly and courteously problems regarding customer room accommodations and rates, and notifies appropriate Department Head when needed
· Handles promptly and courteously all guest comments, complaints, requests or enquires; takes necessary action, and thorough follow-up
· Greets and escorts returning guests and VIP’s to guest rooms upon check-in
· Handles personally walk-outs in fully booked situations
· Is present at the Service Manager’s desk when possible
· Helps to show meeting facilities, guest rooms and other public space to potential guests
FLUENT IN FRONT OFFICE TECHNOLOGY
· Is fully conversant with the hotel reservation system
· Is able to operate and maintain switchboard, telefax, key equipment, credit card machines and printers, hotel alarm systems, and other Front Office equipment, and is able to make basic updates and changes when needed
· Is able to operate and maintain any system back-up to the above equipment as required