Corporate Overview
Destination Hotels & Resorts fosters a creative, entrepreneurial and energetic work environment where people come to work and have the opportunity to make personal contributions to the business in which they work. We value passionate people who love to be challenged and desire the freedom to contribute to the overall success of the organization, while accepting full responsibility and accountability. Your role will be integral to the success of meeting our clients' expectations and the continued growth of the company. We strive to create a work place culture that values family, work life balance, and community. We help develop our associates and provide support for them to be professionally successful and to have future growth opportunities predicated on that success.
We provide the framework and structure you would expect from an industry leading hospitality operator and balance it with a sense of entrepreneurial spirit that defines who we are - freedom from rigid structure, the ability to think without boundaries, a sense of ownership and access to the most sophisticated tools in an environment that is built for success. We seek talented leaders who think independently, are prepared to move beyond implementing someone else's plan and are ready to create their own.
Job Description
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. Develop, train, coach and lead staff to ensure optimum financial success, cleanliness, and superior customer service.
ESSENTIAL JOB FUNCTIONS
· Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
· Motivates team members and establishes a productive working environment at the hotel.
· Review the daily business levels, anticipate critical situations (walks) and plan effective solutions to best expedite these situations.
· Coordinate breaks and assign work duties for staff.
· Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
· Constantly monitor staff performance in all phases of service and job functions; rectify any deficiencies with respective personnel.
· 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/emails and ensure that guest requests are followed up within specified minutes determined by property guidelines.
· 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.
· 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.
· Ensure security of guest room access.
· Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:
o Late charges
o Petty cash/paid outs
o Adjustments
o Posting charges
· Analyzes reports and communicates information to staff and appropriate departments
· Knowledgeable of hotel property, amenities and area attractions.
· Maintains correct procedures for hotel accounting, credit control and handling of financial transactions.
· Maintains procedures for guest security and emergency procedures.
· Strives to increase the level of guest satisfaction through associate development and quality image.
· Responds quickly to guest requests or complaints in a friendly manner, taking the appropriate action to resolve matters. Follow up to ensure complete guest satisfaction.
· Must communicate effectively with all levels of management.
· Must be able to prioritize and delegate work as needed.
· Maintain a professional working relationship and promote open lines of communication with managers, associates and other departments.
· Operate all aspects of the Front Office computer system, including any maintenance requirements and report generation.
· Ensure that pre-shifts and handover report (email) are done per department guidelines.
· Make certain that the Daily Information sheet is filled out correctly and distributed to all employees.
· Ensure all reports are printed daily and distributed to their respective departments.
· Ensure that associates are at all times, attentive, friendly, helpful and courteous to all guests, managers and other associates.
· Other duties as assigned.