Reporting to the Front Office Manager, this position is responsible for encouraging the highest level of guest service from the Front Desk Department by ensuring staff consistently exceed guest expectations and maximize potential revenue, making sure results are achieved in accordance with the objectives, performance and quality standards established by the Company.
Supervise front office staff. Recruit, hire, train, schedule and evaluate Guest Service Associates. Coach and counsel team members, apply all operating procedures, ensure cash control standards and systems are used. Complete inventory checks and departmental reports. Check in and out of tour groups, act as liaison with Group Sales and Reservations. Handle room charges, guest complaints, rate reductions and special requests. Maintain all transactions and postings. Coordinate activities with the Housekeeping Department. Generate and distribute various room and occupancy reports. Block rooms for groups and transient guests. Enhance and improve guest services and any other duties as assigned.