General Information
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Job Description
OVERVIEW/BASIC FUNCTION:
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Supervise all Guest Reception and PBX, work within
budgeted guidelines established by the property, manage
guest activity related hotel functions by monitoring
standards.
RESPONSIBILITIES:
? Maintain complete knowledge of and comply with all
departmental policies, service procedures and RHR and
LQA standards. Including Reservation and Revenue
standards.
? Ensure that standards are maintained at a superior
level on a daily basis.
? 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.
? Maintain positive guest relations at all times.
? Resolve guest complaints, ensuring guest satisfaction.
? Monitor and maintain cleanliness, sanitation and
organization of assigned work areas.
? Maintain complete knowledge at all times of:
All hotel features/services, hours of operation.
All room types, numbers, layout, decor, appointments and
location.
All room rates, special packages and promotions.
Daily house counts and expected arrivals/departures/
VIP?s.
Room availability status for any given day.
Scheduled in-house group activities, locations and
times.
All hotel and departmental policies and procedures.
All guests in house requests are completed and followed
up on.
All arriving guests and any special departure requests.
? Access all functions of the computer system.
? Answer department telephone within 3 rings, using
correct greeting and telephone etiquette.
? Establish par levels for supplies and equipment.
Complete requisitions to replenish shortages or
additional items needed for the anticipated business.
? Ensure that current information on rates, packages and
promotions are available at the Front Desk and that all
staff is knowledgeable on such.
? Review the daily business levels, anticipate critical
situations and plan effective solutions to best expedite
these situations.
? Prepare and adjust weekly work schedules in accordance
with staffing guidelines and labor forecasts.
? Ensure that staff report to work as scheduled.
Document any late or absent employees on employee
attendance sheets.
? Coordinate breaks for staff. Ensure all overtime and
meal penalties are documented as per hotel procedures.
? Assign work duties to staff. Ensure daily check lists
are completed and reviewed the following day for
compliance.
? Conduct pre-shift meeting with staff and review all
information pertinent to the day's business.
? Inspect grooming and attire of staff; rectify any
deficiencies. Establish grooming standards as needed.
? 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,
Bell/Door staff and PBX staff.
? Monitor the hotel front entrance and resolve any
congested situations in the Front Drive.
? 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 15 minutes.
? Monitor safe deposits boxes procedures for guests in
room and at front desk; audit accuracy of cards with
proper signatures and ensure availability of keys.
? Monitor guest mail and ensure that it is processed
according to procedures.
? Monitor and ensure that all checkouts and billing is
processed in the system correctly.
? 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.
? Adhere to hotel requirements for guest/employee
accidents or injuries and in emergency situations.
? Ensure security of guestroom access through operating
key system together with Director of Security.
? Daily monitor and ensure that all cashiering
procedures comply with Accounting policies and
standards:
Contracted banks
Shortages/overages
Late charges
Petty cash/paid outs
Adjustments
Posting charges
Making change for guests
Cashing personal/travelers checks
Payment methods/processing
Settling accounts
Closing reports
Cashier reports
Balancing receipts
Dropping receipts
Securing banks
? Review previous night's no-shows, verify and ensure
billing of such. Follow up with appropriate department
heads.
? 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. And
proper communication with Accounting and RDM.
? Anticipate sold-out situations and know how many rooms
are overbooked. Handle overbooked or ?walked? guests.
Maintain current list of available locations for walk
situations.
? Ensure all tasks are complete from the Front Desk
Daily Pass Off and FOM task log.
? Email daily log to RDM.
? Attend all designated meetings as per RDM each week.
Follow up with all concerned departments.
? Establish Front Office monthly meeting schedule with
RDM and FO Supervisors.
? Together with the RDM, ensure payroll and purchasing
budget is maintained as agreed to in the annual budget
review.
? Ensure hotel policy is followed in regards to
lost/missing items in conjunction with the Director of
Security and Executive Housekeeper.
? Monitor and update Front Desk incentive on a weekly
basis in coordination with the Reservation Manager.
? Assist RDM with all employee reviews and developments.
This includes disciplinary concerns.
? Maintain complete knowledge of and comply with all
departmental policies, service procedures and standards.
? Ensure that standards are maintained at a superior
level on a daily basis.
? Develop and direct all front office staff through
ongoing training programs and daily reiteration of
procedures.
? Coordinate and monitor all guest requests and
amenities with corresponding departments.
? Participate in annual budget for Rooms Division and
PBX Departments.
? Select, interview, hire and train staff according to
Rosewood standards.
? Ensure payroll and purchasing budget is maintained as
agreed to in the annual budget review.
? Achieve maximum revenue each month by maintaining the
highest possible average rate and occupancy each month.
? All other duties as required.
QUALIFICATIONS:
? Experience: Minimum five years hotel experience with
two years management experience. Luxury or ultra-luxury
experience is preferred.
? Education: Bachelor's degree in hospitality, hotel
management, business or a relevant field of work, or an
equivalent combination of education and/or work-related
experience.
? General Skills: Must be able to perform job functions
with attention to detail, speed and accuracy;
prioritize, organize and follow-up; be a clear thinker,
remaining calm and resolving problems using good
judgment; follow directions thoroughly; understand a
guest?s service needs; work cohesively with co-workers
as part of a team; work with minimal supervision;
maintain confidentiality of guest information and
pertinent hotel data. Basic reservations management
knowledge, i.e. forecasting, groups and convention
bookings. Basic knowledge of budget figures and
maintenance of those figures. Interviewing skills to
assess potential new hires. Understanding of guest
relations and ability to create a ?team? atmosphere.
Basic math aptitude. Ability to communicate effectively
with
Job Requirements
[See job description]
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