- Professional
- Oficina en Tampa
SUMMARY: Manages and coordinates the operations and activities of the front desk area and staff to achieve customer satisfaction, quality service, and compliance with established procedures/policies.
DUTIES AND RESPONSIBILITIES:
- Organizes, directs, and monitors daily activities of front desk agents, concierge, bell/valet, security, and night audit personnel.
- Directs, implements, and maintains service standards.
- Maintains complete knowledge at all times of daily house count, expected arrivals/departures, scheduled in-house group activities, all room rates, special packages and promotions; communicates information to appropriate staff.
- Monitors guest registration, check-out, and telephone service.
- Develops, implements, and monitors department budget; manages expenses within approved budget constraints.
- Develops, implements, and maintains programs/processes to enhance guest satisfaction and ensure front office operations are efficient and profitable.
- Performs front desk agent responsibilities as needed to process guests expediently including but not limited to checking guest into hotel, responding to guest questions, resolving guest problems/complaints, answering telephone, making guest reservations, and checking guests out of hotel.
- Ensures that guests’ needs are fulfilled and their stay is as pleasurable as possible; assists with dining, entertainment, or transportation reservations as needed.
- Assists front office staff with resolution of guest problems/complaints as needed.
- Possesses and maintains thorough knowledge of hotel services, facilities, and policies and area’s attractions.
- Prepares accurate and timely reports as required.
- Hires, trains, supervises, motivates, and develops front office staff; manages schedules and workflow.
- Assigns duties and monitors quality of work; assures staff conforms to organizational policies and procedures and safety regulations.
- Provides day-to-day guidance and oversight of subordinates; actively works to promote and recognize performance.
- Keeps up to date on overall activities of the team, identifying problem areas and taking corrective actions.
- Performs other related duties as assigned by management.
