Front Desk - Lead

The possibility of a raise after 90 days.

Position Overview:

Provide quality service and hospitality in a clean, organized and well-maintained front desk/office center. Check front office accounting records for accuracy and summarize information for the hotel's financial records. Assist the Front Office Manager (FOM) to uphold our company standards and mission.

Essential Functions:

· Provide superior hospitality and service. Ensure an easy and satisfying guest reservation, check-in and check-out process.

• Track room revenues, occupancy percentages, and other front office operating statistics.
• Provide efficient and courteous Front Desk service, being able to maximize room revenue and guarantee guest satisfaction.

Workplace Attitude, Behavior:

Uphold and abide by the policies in the Associate Handbook for your position. Follow these policies, rules and regulations for the safe and effective overall operation. Must have commitment to company values.

Be a good role model and actively seek opportunities to help maintain a positive, respectful and “harassment free” work environment. Report all harassing behavior immediately.

Display a proper professional attitude, demeanor, conduct, and cooperation effort toward guests, peers and management. Must be an excellent team player with all departments of the hotel.

Regular attendance, in conformance with the schedule, is essential to the successful performance of this position.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel operation. Please see your department or scheduling manager.

Work schedule prescribed by the Front Office Manager. Work overtime when requested and approved.

You, and your team, must accept a role as an ambassador of the property for our guests. You make a major impression upon our guests, regarding their stay at our property. Model the right behavior by doing the right thing for our guests.

Professionally represent the hotel and property when interacting with guests from the community and industry organizations.

Proper uniform is required and maintain a neat, clean and well-groomed appearance per policy. Must comply with department appearance guidelines.

Attendance at all scheduled training sessions and meetings is required.

Channel guest comments or unsatisfactory reports to the Front Office Manager or Supervisor on duty.

Communicate shift/daily operations information, business needs, repair and equipment needs to Management Team

Notify your manager within 24 hours in the event you may have been injured on the job. Fill out any injury forms required.

Job Responsibilities:

Efficiently and accurately complete night audit, per manual.

Direct night staff and respond to guest needs.

Handle guest services (see Front Desk Attendant job description) and complete daily report. Prepare A/R for mailing.

Promptly, courteously, and consistently handle all calls. Accurately record guest and office messages.

Maintain a list of all management and emergency numbers. Follow company emergency procedures to verify guest and associate safety in evacuation or emergency situation. Report immediately to supervisor or General Manager.

Monitor and respond appropriately to hotel security issues. Monitor security tape system and changes tapes when necessary.

Maintain exterior entrances during shift.

Accurately log all wake-up call requests.

Record reservations accurately and completely. Have a thorough understanding of rates. Confirm guest reservations.

Promote all hotel services and be able to respond to inquiries about events, departments and facilities.

Effectively utilize room rates to maximize hotel revenue.

Perform all guest accounting functions, according to hotel standards, when posting transactions and balancing an audit.

Register guests accurately and efficiently. Establish proper credit according to hotel policy.

Process check-outs, listening and responding to guest positive and negative comments.

Use front desk log to record guest requests and problems. Report work orders to maintenance.

Attend all Front Desk meetings as required.

Post room charges and taxes to guest accounts.

Process guest charge and credit card vouchers. Post guest charge purchase transactions, not posted by the front office cashier. Transfer charges and deposits to master accounts.

Verify all account postings and balances. Include all revenue centers such as restaurant, phone, and pay movies.

Monitor the current status of coupon, discount, and other promotional programs.

Track room revenues, occupancy percentages, and other front office statistics.

Prepare a summary of cash, check, and credit card activities.

Summarize results of operations for management.

Understand principles of auditing, balancing, and closing out accounts. Skilled in operating computers, posting machines, typewriters, and other front office equipment.

Other duties as assigned.

Qualification Standards:

The individual must possess the job knowledge, skills and abilities, as well as be able to explain and demonstrate that he or she can perform the essential functions of the job. This being with or without reasonable accommodation, using a combination of knowledge, skills and abilities.

Education: High School Diploma or GED.

Some college preferred.

Experience: One year past audit or front desk experience preferred.

Licenses or Certificates: State requirements

Specific job knowledge, skills and abilities:

• Project a neat, clean professional appearance.
• Be articulate and able to communicate effectively to staff and guests, verbally and in writing.
• Committed to the highest standards of hospitality and express a sincere interest in the needs and comfort of guests.
• Be a bright, alert individual who is able to assume responsibility and exercise sound judgment. Be self-motivated, detail-oriented and follow through.
• Be a flexible person and possess an even temperament.
• Comprehend basic math and accounting principles.
• Operate computer and property management system software.
• Be honest and able to handle cash responsibilities.
• Be a dependable person who is responsible to a night schedule.
• Responsible for work assignment. Most work performed with minimal supervision.

Physical Requirements:

· Stand for long periods of time while helping guests.

· Requires walking back and forth while helping guests.

· Requires bending down and picking up supplies.

· Lift 35 lbs. occasionally.

Appearance Guidelines:

Uniform is required. See front desk dress and appearance guidelines. Also, one must maintain a neat, clean and well-groomed appearance.

Job Type: Full-time

Pay: From $16.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work setting:

• In-person

Work Location: In person