Essential Functions: Direct and assist staff, ensuring that all work is completed effectively. Train and coach all night employees on established systems. Perform duties of Front Desk Agent if required. Monitor lobby traffic. Manage front desk operations. Assist other departments with any questions or requests. Resolve customer complaints by conducting thorough research of the situation and the most effective resolution. Communicate effectively with all staff and supply them with any information necessary to provide guest service. Monitor performance of staff and discipline issues. Administer and perform thorough audit of daily cash and charge sales and other related hotel transactions. Supportive Functions Maintain an open line of communication between guests, employees and management. Complete daily checklists of duties, assure that appropriate reports are filed, and use analysis and judgment skills when preparing reports. Respond promptly to guest requests. Investigate all service and safety issues reported during the shift to find their cause, and give recommendations to avoid repeated issues. Ensure appropriate follow up with guests and visitors, documenting all contacts

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