JOB SUMMARY

Greet all guests warmly as they approach the front desk. Communicate cordially with guests, promptly and professionally checking them in and out of the hotel. Acknowledge all guests, respond promptly, and anticipate guest needs while maintaining positive guest relations at all times. Ensure proper staffing levels of front office associates; assist with scheduling staff members. Participate in interviewing, hiring, supervising, training and scheduling front desk agents, front office supervisors, guest service aides/bell staff, concierge staff and PBX operators. Listen respectfully to guest complaints and resolve issues ensuring guest satisfaction in each interaction. Manage guest resolution process to include investigation of situation and creative problem solving to ensure guest is satisfied with outcome. Accurately manage and operate the POS/Reservations system at the front office, including all daily transactions and reporting and other required transactions. Accurately manage cash handling, including receiving cash, checks and credit card information from guests for payment of hotel charges and making change correctly. Perform other hotel-related reasonable duties as assigned by management.

MIN REQUIREMENTS

2+ yrs hotel/resort front desk experience 2+ yrs supervisory experience overseeing front desk or customer service-related team members Strong keyboarding/typing/general computer skills Basic math skills Key Knowledge, Skills, and Competencies Strong work ethic, self-initiative, and exercises independent judgment. Proven customer service and problem-solving experience. May be required to work varying schedules to reflect the business needs of the property. Focus and maintain attention to tasks, and complete work assignments on time despite frequent interruptions. Strong leadership skills with ability to maintain staff and guest confidentiality at all times.

Physical environment:

Physical Requirements (In-Office Role) Ability to work in a standard office environment. Prolonged periods of standing and sitting at a desk and working on a computer. (6-8 hours a day) Frequent fine motor skills, use of hands and fingers for keyboarding/typing, utilizing a mouse or trackpad, writing, and operating office equipment. Ability to communicate effectively verbally and in writing. Occasionally required to stand, walk, bend, reach, or carry items. Ability to lift and/or move 10 -25 pounds as needed (e.g., files, office supplies). Visual ability to read from a computer screen and printed materials including close visual focus for extended periods and color differentiation (for certain roles). Ability to hear and participate in conversations and meetings, use phone and/or headset Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.