JOB OVERVIEW: Supervise the daily operations of the Front Office staff to maximize revenues and profits while attaining optimal guest satisfaction.

ESSENTIAL JOB FUNCTIONS:

1. Interview, train, recommend performance evaluations, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate.

2. Respond to guest’s special requests, needs, problems, issues, and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.

3. Implement company programs and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.

4. Supervise the Front Office Associates.

5. Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.

6. Comply with attendance rules and be available to work on a regular basis.

7. Perform any other job-related duties as assigned.

• Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone.
• Strong customer-relation skills with a total commitment to guest satisfaction. Must be a "people-person" who thrives on public contact.
• Must be able to work well in stressful high pressure situations including ability to handle guest objections and disputes to satisfactory results.
• Ability to supervise the front desk agents staff
• Professional appearance and mannerism.
• Knowledge of computer keyboard and printer operation. Ability to accurately and efficiently input information into computer systems.
• Previous cashier experience/basic accounting skills.
• Ability to work quickly and thoroughly when under pressure.
• Knowledge of hotel facilities and features.
• Ability to attend to more than one task at a time.
• Ability to maintain excellent attendance and punctuality.
• Knowledge of city and surrounding area

EXPERIENCE:

• Previous Front Desk and Customer Service experience.