Supervise Front Desk Operations: Oversee day-to-day operations of the front desk, ensuring seamless guest check-in and check-out procedures while maintaining high levels of service and efficiency.
Guest Relations: Provide personalized service to all guests, address any issues or concerns, and handle special requests promptly. Maintain a strong rapport with guests to enhance their experience and ensure repeat visits.
Team Supervision: Supervise, train, and guide front desk staff. Assist in creating work schedules, ensuring proper coverage during peak times, and providing ongoing coaching to improve performance.
Operational Efficiency: Ensure the front office area is operating efficiently by managing room assignments, monitoring reservations, and addressing any administrative or operational issues that arise.
Guest Billing and Payments: Handle guest billing, process payments, and resolve any billing issues or discrepancies in a timely and professional manner.
Collaborate with Other Departments: Communicate and coordinate with housekeeping, maintenance, food and beverage, and other departments to ensure seamless guest experiences and effective operations.
Health & Safety Compliance: Maintain compliance with all health, safety, and security procedures at the front desk. Monitor and enforce proper check-in/check-out protocols and ensure a safe environment for both guests and staff.
Assist in Reporting: Prepare and review daily reports, including occupancy, guest feedback, and financial transactions. Provide insights to the Front Office Manager to improve performance.
Problem Solving: Handle guest complaints and issues, ensuring timely resolution while maintaining the high service standards.
Check-in/Check-out: Manage guest check-ins and check-outs, ensuring accurate registration and payment.
Guest Inquiries: Respond to guest inquiries, providing information about services, amenities, and local attractions.
Issue Resolution: Address and resolve guest complaints and issues promptly.
Communication: Coordinate with other departments to fulfill guest requests and maintain smooth operations.
Record Keeping: Maintain accurate guest records, reservations, and transaction details.
Phone/Email Management: Answer phone calls, emails, and direct inquiries as necessary.
Front Desk Maintenance: Ensure the front desk area is clean, organized, and welcoming.
Administrative Tasks: Perform administrative duties like filing and updating records.
Reservation Management: Handle reservations and room assignments efficiently.
Special Requests: Process special requests such as early check-ins, late check-outs, and room preferences.
Concierge Services: Assist guests with local recommendations and special services (e.g., transportation, dining reservations).
Safety & Security: Ensure compliance with safety protocols and maintain a secure environment.