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. Must be aware of the scheduled functions of the hotel, all emergency procedures and policies to assist the guests in all situations.
ESSENTIAL JOB 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.
· Maintain positive guest relations at all times.
· Resolve guest complaints, ensuring guest satisfaction.
· Maintain complete knowledge at all times of:
o all hotel features/services, hours of operation.
o all room types, numbers, layout, decor, appointments and location.
o all room rates, special packages and promotions.
o daily house count and expected arrivals/departures.
o room availability status for any given day.
o scheduled in-house group activities, locations and times.
o all hotel and departmental policies and procedures.
· Access all functions of the computer system.
· 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.
· 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.
· 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, Bell/Door staff, PBX staff, Reservations staff and Concierge 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 safe deposit box procedures; 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 express check-outs are processed through the system.
· 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.
· 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.
· Ensure security of guest room access.
· Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:
o Contracted banks
o Shortages/overages
o Late charges
o Petty cash/paid outs
o Adjustments