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GUEST SERVICE
Maintains and personally demonstrates a commitment to guest service in
responding to guests needs.
Committed to making every guest satisfied.
Ensures staffs-- including new hires-- are trained to meet service
standards.
Empowers hotel staff to deliver guest service by encouraging and
rewarding responsive guest assistance.
Ensure hotel standards and services contribute to the delivery of
consistent guest service.
Ensure Signature training in place and employees are handling calls
consistently.
Troubleshoot Trip Reward guest enrollment and/or point rewarding
discrepancies.
Update daily comment cards and guest feedback.
FRONT DESK MANAGEMENT
Acts as manager on duty for hotel and manages front desk
operations while on duty and in the absence of the General Manager as
needed.
Ensure front desk staff is trained in all front desk operations.
Ensure front desk is trained and follows financial control procedures
for cash, petty cash, paid-outs, and receivables.
Produces and ensures accurate closings for all shifts and at the end
of day closing.
Assist with pantry area/ breakfast area as needed. Visit and meet with
guests during breakfast hours.
Provide scheduling for employees and in accordance to desired monthly
budget.
Maintain and update daily occupancy figures.
Hold monthly departmental meeting with departmental staff to review
new items, procedures, and or complaints received from guests.
Prepare check request spreadsheet for vendor invoices.
Prepare and provide required end of month reports to Corporate
Accountant and General Manager.
Daily Deposit reconciliation: Verifying daily drops and preparing
deposits.
Daily Deposit Reconciliation: Verifying and correcting over/short
errors.
Maintain cash banks and ensure amount is accurate at all times.
Direct Billing: Update accounts in payment and track record of paid
invoices and outstanding invoices. Suspend accounts when needed for no
payment.
Direct Billing: Send out approved direct bill letters and or
delinquent notices.
Direct Billing: Verify invoices to be sent out and resolve
discrepancies in billing.
Meeting Rooms: Assist in handling meeting room inquires and
development of contracts.
Assist and cover front desk and/or night audit shifts (relief breaks,
scheduling conflicts, and/or as needed)
HUMAN RESOURCES
Maintains a positive, cooperative work environment between
staff and management.
Emphasize training and development as way of doing business.
Monitors and maintains acceptable turnover levels.
Administers personnel policies fairly and consistently including
counseling for disciplinary action, annual reviews, and counseling on as
needed basis for front office staff.
Ensure completion of training objectives and development plans.
Resolves any employee grievances in fair and in a timely manner.
Ensure personnel files are accurate, and comply with both local and
federal laws and regulations.
SAFETY AND SECURITY
Recognizes and corrects potential safety hazards in the hotel.
Understands and implements Right to Know laws.
Ensures documented reports are made with incidents occurring on
property such as guest and employee related.
Uses ongoing safety training to minimize workers compensation claims.
Ensure key control in place and ensure employees follow procedures.
INTER-DEPARTMENT MANAGEMENT
Inspect guest rooms periodically and make suggestions for
improvement.
Inspect efficiency in department and make suggestions to improvement.
Work closely with Breakfast/Pantry to update breakfast selection.
Periodically inspect over-night shifts for efficiency.
Follow-up on monthly and quarterly maintenance check-lists/ required
inspections.
INVENTORY SYSTEM
Inventory for front office supplies and order within budgeted
guidelines as needed.
Inventory Wingate supplies including key packs, collateral, and forms
within budgeted guidelines and as needed.
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