Purpose of the Position:
Assists the Front Desk Manager/Front Office Manager by overseeing the responsibilities of the Front Desk staff. Ensuring that the guests are being serviced in a professional and competent manner.
Essential Responsibilities:
1. Ensures proper staffing levels of Front Desk Clerks by assisting Front Desk Manager/Front Office Manager in preparing weekly schedule and maintaining proper documentation (time cards, disciplinary procedures, reviews, etc.)
2. Assists the Front Desk Manager/Front Office Manager by handling special requests, group blocking and unusual circumstances.
3. Communicates with the Housekeeping Department regarding guest rooms and requests.
4. Communicates with the Engineering Department regarding any maintenance requests from the guests.
5. Checks AM and PM discrepancy reports.
6. Has complete working knowledge of MICROS system, including all daily transactions and those which are not performed often.
7. Has full understanding of MARSHA system and assists with reservations.
8. Has thorough knowledge of PMS.
9. Can perform all of the front desk functions to include Guest Service Aide, PBX Operator, Front Desk Clerk, Reservationist, etc.
10. Assists Front Desk Clerks by checking guests in and out of the hotel.
11. Knows how and where to post all charges.
12. Receives money from guests for payment of hotel charges and makes correct change.
13. Handles checks and credit cards received from the guests for payment of hotel charges.
14. Knows all of the room rates.
15. Issues safety deposit boxes to guests when requested.
16. Gives directions to hotel facilities, rooms and local area attractions.
17. Provides for a safe work environment by following all safety and security procedures and rules.
18. Trains all new Front Desk Clerks.
Non-Essential Responsibilities:
1. Assists PBX with switchboard during their breaks
2. Takes baggage to guest's room.
To Do this Kind of Work You Must Be Able to:
1. Portray leadership and provide guidance to the Front Desk associates.
2. Properly handle guest complaints and/or concerns.
3. Efficiently operate a keyboard by moving fingers, hands and arms easily.
4. Understand and operate the computers.
5. Stand for varying lengths of time, sometimes for long periods.
6. Talk with different kinds of people to give information, answer questions and provide the service required.
7. Use arithmetic to check totals and make change.
8. Read maps and give clear directions.
9. Operate the safelock equipment.
10. Memorize the hours of operation for the hotel facilities.
Physical Demands:
Standing for varying lengths of time while operating the computer with frequent stretching, talking, hearing, smiling.