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Job Summary Oversee the functions of the Front Office and Front Office staff while providing a personal and courteous check in and check out for the guest. Must be aware of the scheduled functions of the hotel, all emergency procedures, and policies to assist the guests in all situations. Essential Functions: Maintain complete knowledge of and comply with all departmental policies/service procedures/standards. Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended. Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and whatever time of day. Always maintain positive guest relations. Resolve guest complaints, ensuring guest satisfaction. Monitor and maintain cleanliness, sanitation, and organization of assigned work areas. Access all functions of the computer system. Answer department telephone within specified number of rings determined by property guidelines, using correct greeting and telephone etiquette. Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such. Review the daily business levels, anticipate critical situations, and plan effective solutions to best expedite these situations. Ensure that staff report to work as scheduled. Communicate with Front Office Manager regarding any necessary documentations. Coordinate breaks for staff. Assign work duties to staff. Conduct pre-shift meeting with staff and review all information pertinent to the day's business. Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel. Constantly monitor staff performance in all phases of service and job functions; rectify any deficiencies with respective personnel to include Front Desk staff and Bell/Door staff. Monitor the hotel front entrance and resolve any congested situations. Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently. Monitor communication logs and ensure that guest requests are followed up within specified minutes determined by property guidelines. Monitor guest mail and ensure that it is processed according to procedures. Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel. Assist staff with their job functions to ensure optimum service to guests. Observe guest reactions and confer frequently with staff to ensure guest satisfaction. Coordinate with LP to assist guests with reports of lost/stolen articles, following hotel policy. Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations. Contact newly registered guests within specified minutes determined by property guidelines after check-in to establish guest satisfaction; resolve any dissatisfaction immediately. Document each call according to procedures. Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures. Assist staff with expediting problem payments. Anticipate sold-out situations and know how many rooms are overbooked. Assist with handling overbooked or "walked" guests. Audit surrounding area hotels daily for status of rooms, rates, discount rates and packages. Review the arrival report for accuracy and completeness. Check printed registration cards against information on arrival report; rectify any deficiencies with respective personnel. Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns. Assist with balancing room types daily. Print credit check report and review status of each
