-Manage and monitor activities of all employees in the Front Office
department making sure they adhere to the Trail Guides and to the
guidelines set in the employee handbook, and hotel policies and
procedures. Maintain a professional and high quality service
oriented environment at all times.
-Act as manager on duty for the hotel, dealing with complaints,
problem solving, disturbances, special requests and any other
issues that may arise.
-Monitor and enforce asset controls, such as cash, wristbands,
etc., in accordance with established procedures. Maintain accurate
-Inform all Front Office staff of daily activities, group and VIP
arrivals as well as special requests and repeat guests.
-Be well-informed regarding the Guest Recovery program, ensuring
adherence to the program by all staff members authorized to issue
guest recovery adjustments.
Next Level Duties:
-Maximize revenue through the effective management of room
inventory through checking arriving reservations, monitoring
no-shows, and encouraging creative upselling whenever possible.
-Check accommodations, making sure any special requests are carried
out, greet guests upon arrival and ensure escort to accommodations
-Work closely with the Housekeeping Department to improve guest
services and foster cross departmental communication.
-Ensure that the Front Office budget is adhered to, and that
supplies for the Department are replenished in accordance with
established par levels
-Coordinate daily activities with the hotel management team, and
the Front Office staff in the form of a pre-shift meeting.
-Spend most of the shift on the desk ensuring a high level of guest
service. Coach and counsel agents as needed.
-Be aware of the Fire and Emergency procedures, and the Front
Office's responsibilities in emergencies.
-Be aware of the Security policies and procedures of the Hotel, and
ensure these policies and procedures are adhered to.
-Attend all hotel required meetings and trainings.
-Perform all other duties as requested.
Must Have Personal Qualifications:
-High school diploma or equivalent required.
-College course work in a related field preferred
-Previous hotel or customer service experience at a supervisory