Assists in directing the exceptionally friendly, professional, and efficient registration, rooming, account settlement, and Rooms Control services for hotel guests. Ensures prompt and complete satisfaction of guest requests in a professional and timely resolution of guest complaints. Maintains accurate occupancy data and assists in maximizing daily rooms revenue through the application of effective yield management sales strategies.
Coordinates the exceptionally friendly, professional, and efficient reception, registration, and account settlement for all hotel guests
With the Front Office Manager, oversees the satisfaction of all guest requests and the resolution of all complaints received by the Front Desk and Rooms Control departments.
Monitors, reconciles and communicates accurate occupancy information to all hotel departments
Supervises all Front Desk Agents, Rooms Control and Star Service personnel.
Assist Front Desk Agents in satisfying guest requests and resolving guest complaints
Coordinates and provides training for all Front Desk, Rooms Control and Star Service personnel.
Monitors and ensures adherence to all Loews Hotels Star Service Standards
Interacts frequently with guests to provide assistance and ensure guest satisfaction
Familiar with and able to troubleshoot problems with the following systems: key encoding, call accounting, in-room movies, video checkout, electronic data capture, and PMS interface control
Ensures provision of SQS cards during check-out
Ensures adherence to all cashier and credit policies
Follows up on all walked guests
Monitors cashier accuracy and over and short data, taking action and providing additional training as necessary.
Participates in hotel MOD program.
Maintains clean and excellent condition of lobby and Front Desk area
Bias towards action
Sign adjustment vouchers at close of shift with a goal of reducing the overall amount of revenue adjustments
Assists in evaluating changes in guest needs, the hotels guest mix, and industry and competitive trends to recommend appropriate product/service and operational changes to be made to ensure guest and employee satisfaction, and to maintain market dominance and exceptional financial returns.
Interacts frequently with guests to ensure total satisfaction with hotel services.
Recruits and interviews all Front Desk, Rooms Control and Star Service personnel.
Provides and oversees training of all Front Desk, Rooms Control and Star Service personnel.
Evaluates individual employee performance, determining improvement and training needs and advancement requirements.
Assists in coordinating hotel participation in Loews First and other corporate Marketing programs
Assists in coordinating Front Desk preparation for all sold-out nights
Assists in investigating all cashier overages or shortages as reported by General Cashier
Evaluates department operations and recommends changes to improve department efficiency, effectiveness and guest satisfaction
Maintains accurate department attendance records and Star Service Recaps
Monitors daily punch reports to minimize overtime
Most posses the ability to multi-task
Ability to make decisions on imperfect information
Maintains inventories of office supplies
Reviews Group Resumes and Billing Profile information, ensuring communication of all necessary information to Front Desk, and Rooms Control personnel
Works with Conference Managers, and Sales Managers to satisfy all special group requests
Attends pre-con meetings
Ensures the provision of all appropriate information and collateral materials to package guests
Ensures accurate communication of information to guest regarding all hotel facilities and operating hours
Coordinates and oversees group remote check-ins
Conducts departmental meetings
Other duties as assigned
Required Skills & Experience:
Bachelor Degree in Hospitality Management or related field
Minimum three years hotel operations management experience within Front Office Operations
Extensive knowledge of all hotel departments
Excellent communication skills - oral and written
Excellent guest service skills
Knowledge of computer programs utilized in property management
Able to work a flexible schedule, including weekends and holidays
Loews Hotels - 2 years ago