Department: Front Desk
Reports To: Guest Services Manager
Position Summary:
To provide efficient and courteous service to each guest and to operate according to the policies, procedures and quality standards of the hotel to ensure the satisfaction of internal and external guests. To balance the daily front office paperwork for the hotel and restaurant, perform nightly required maintenance on the computers, prepare the daily Management Reports, Guest Receipts and rapid check-out folders.
Areas of Accountability:
1. Achieve ultimate high-end guest satisfaction
2. Oversee and participate in the prompt and courteous handling of all guests as necessary, including but not limited to, check-in & check-out, telephone and personal inquiries
3. Maintain rooms security by providing effective key control & confidentiality
4. Meet and exceed customer expectations by ensuring you provide superior service and teamwork.
5. Ensure that all customer services are delivered efficiently and effectively
6. Effectively communicate any information or requests to co-workers as necessary to ensure teamwork results in exceptional customer service
7. Ensure effective check-in and check-out procedures are followed for individual and group/tour activity
8. Must have working knowledge of reservations system to perform taking reservations, dupe checks, claimed reservations, setting the house statistics, etc.
9. Must have working knowledge of wholesale FIT voucher procedures, gift certificates & Club-cheques.
10. Check with F.O.M., daily for out-of-order rooms, VIP rooms, and special accommodation requests
11. Must expedite audit balancing duties quickly and effectively to ensure minimal interruption to regular desk activities
12. Ensure that all customer services are delivered courteously, efficiently and effectively, including check-in, check-out, telephone, personal inquiries and special requests.
13. Address guest concerns in a positive and helpful manner and take prompt, corrective action where necessary.
14. Inform relief shift of any concerns or special requests that have arisen through your shift.
15. Prepare, balance and print all Daily Management reports.
16. Ensure the maintenance of a clean and safe working environment.
17. Run the Night Audit Sequence
18. Balance Room Revenue to be posted by verifying all Market and Segment codes, effecting corrections where necessary.
19. Perform Daily computer maintenance operations running all nightly Back-up and execute all shut-down sequences.
20. Verify the balance of all cash floats
21. Balance all daily miscellaneous vouchers and sort them by revenue type.
22. Balance and close all Credit Card POS Machines.
23. Print Guest receipts and prepare the rapid check-out folders.
24. File all Night Audit Reports and registration cards from daily check-outs
25. On a nightly basis, prepare and e-mail Daily Revenue Report.
26. Sort all Management Reports into their respective Manager mailboxes.
27. Check Paper levels of all printers and restock if necessary.
28. Balance monthly reports on the night of the month end and place completed report in the mailbox of the Night Audit Supervisor.
GENERAL STAFF DUTIES
1. To adhere to all matters relating to hygiene, health & safety in accordance with provincial laws and company policy.
2. To be aware of the action taken in the event of an emergency (such as fire and bomb threat) in accordance with procedures laid down by company and hotel policy.
3. To be committed to providing exceptional customer service by exceeding customer expectations; utilizing safe and financially sound solutions.
4. To work and communicate in a professional and ethical manner with colleagues assisting where necessary to develop team spirit and to achieve standards of work and guest care as required by company policy.
5. To be committed to achievement of the company Mission Statement.
6. To achieve guest satisfaction by responding to and anticipating guests needs ensuring all comments and complaints are acted upon in accordance with hotel and company policy.
7. To take every opportunity to be a “sales person” by actively selling special promotions and facilities available within the property in order to contribute to overall profitability.
8. To assist with team member orientation and training within the department as required by hotel and company policy.
9. To maintain standards of punctuality, uniform presentation and personal hygiene.
10. To be aware of and comply with company and house rules.
11. To contribute to cost control through energy conservation and proper usage of storage of all materials/equipment as per departmental standards and manufacturers instructions.
12. To attend meetings as requested and to recognize the importance of contributing new ideas and initiative to the overall success of the operation.
13. To assist with cleaning duties in order to maintain a clean and well-ordered work area in line with hotel policy.
14. To be aware of and adhere to the procedures as written in the Hotel Crisis Communication Plan to ensure that any inquiries from the media are only responded to by the appointed spokesperson in line with company policy.
15. To contribute to the security of the building, company assets and guest/co-worker safety by reporting of suspicious persons and handling of keys/cash as appropriate to the position.
General:
- Foster a spirit of teamwork while ensuring the department provides superior customer service to hotel employees and guests alike.
- Maintains safe working conditions by following safety rules and procedures and notifies management of problems where necessary.
- Ensures hotel management is informed of all unusual problems or matters of significance.
- Performs all duties and responsibilities in a timely and efficient manner in accordance with the corporate policies and procedures to achieve the overall objectives of this position.
Job Types: Full-time, Part-time
Schedule:
