Assists in the Front Office operation by implementing and maintaining hotel service standards enabling the Front Office to deliver unforgettable guest service.
Updates / monitors daily payroll, ensuring all associates are punching in/out correctly
Creates front office schedules for associates to present for approval to Assistant Director of Front office or Director of Front Office.
Conducts Arrival and Departure audits in all areas of the Front Office.
Assists Guests Service Agents as needed with unresolved problems which arise during the shift and takes a “hands on” approach with guest “check in” and “check out”.
Ensures that the following activities are completed during the shift:
a. Housekeeping discrepancy reports are resolved.
b. Special room assignments are completed for individual and group arrivals.
c. Shift audits are complete and accurate.
d. Charges incurred during the shift are posted.
e. Rate changes are completed.
f. Special requests are fulfilled whenever possible.
g. “Zero the house” / Unexpected stay-overs are extended or checked out.
h. Same day after hours reservations are processed accordingly.
i. Key card system backup performed.
j. Assures credit check with credit limit report per SOP.
k. Variance report on rates, guest types and group codes completed.
l. Check-out/check-in is completed efficiently and orderly. Participates in preparing annual performance appraisals and in determining reasonable and equitable employee compensation. Prepares and participates in Coaching / Counseling process (Disciplinary
Action Forms) for Assistant Director of Front Office or Director of Front Office to review and facilitate
Prepares and participates in Coaching / Counseling process (Disciplinary Action Forms) for Assistant Director of Front Office or Director of Front Office to review and facilitate.