Lodging Dynamics
  • 23-Jan-2020 to 19-Feb-2020 (MST)
  • Courtyard and Towneplace Suites Hawthorne
  • Hawthorne, CA, USA
  • Full Time

JOB OVERVIEW:
Responsible for the management of all aspects of the Front Desk functions, in accordance with hotel standards. Directs, implements, and maintains a service and management philosophy which serves as a guide to respective staff.
REPORTS TO: General Manager, Assistant General Manager, or Front Office Manager
SUPERVISES: Front Desk Agents and Night Auditors
WORK ENVIRONMENT:
Front Desk and Back Office Areas, Guest Rooms, and Public Areas.
Job involves working:
• Under variable temperature conditions (or extreme heat or cold).
• Under variable noise levels.
• Outdoors/indoors.
• Around fumes and/or odor hazards.
• Around dust and/or mite hazards.
• Around chemicals.
KEY RELATIONSHIPS:
Internal: Staff in Front Desk, Transportation, Front Desk Management, Hotel Assistant Managers, Catering & Sales, Food and Beverage, Accounting, Housekeeping, Executive Offices, Security, and Engineering.
External: Hotel guests/visitors, tour company representatives, hotel clients & accounts, limousine service personnel, other hotels and vendors/suppliers.
QUALIFICATIONS
Essential:
1. High school graduate or equivalent vocational training certificate, some college.
2. Previous experience in cashiering.
3. Experience as a Front Desk Supervisor, preferably a similar style hotel.
4. Fluency in English both verbal and non-verbal.
5. Compute basic arithmetic.
6. Familiarity with yield management and cost controls.
7. Ability to:
• Perform job functions with attention to detail, speed, and accuracy.
• Prioritize and organize.
• Be a clear thinker, remain calm, and resolve problems using good judgment.
• Follow directions thoroughly.
• Understand guest's service needs.
• Work cohesively with co-workers as part of a team.
• Work with minimal supervision.
• Maintain confidentiality of guest information and pertinent hotel data.
• Ascertain departmental training needs and provide such training.
• Direct performance of staff and follow up with corrections when needed.
• Ability to operate hotel shuttle under local regulations/laws.
8. Input and access information in the property management system/computers/point of sales system (POS).
Desirable:
1. College degree.
2. Fluency in a second language, preferably Spanish.
3. Certification in CPR.
4. Previous supervisory experience.
5. Ability to suggestively sell.
6. Previous guest relations training.
PHYSICAL ABILITIES
Essential:
1. Exert physical effort in transporting up to 50 lbs.
2. Endure various physical movements throughout the work areas.
3. Reach 5 feet.
4. Remain in stationary position for 8 hours throughout work shift.
5. Satisfactorily communicate with guests, management and co-workers to their understanding.
Desirable:
1. Able to operated hotel shuttle van based on state laws, local jurisdictions, and hotel insurance policies.
2. Able to sell or serve alcoholic beverages based on state laws, local jurisdictions, and hotel insurance policies.
3. Remain in a stationary position for up to 10 hours throughout work shift.
ESSENTIAL JOB FUNCTIONS
1. Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
2. Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
3. Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
4. Maintain positive guest relations at all times.
5. Resolve guest complaints, ensuring guest satisfaction.
6. Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
7. Maintain complete knowledge at all times of:
a) All hotel features/services, hours of operation.
b) All room types, numbers, layout, decor, appointments and location.
c) All room rates, special packages and promotions.
d) Daily house count and expected arrivals/departures.
e) Room availability status for any given day.
f) Scheduled in-house group activities, locations, and times.
g) Revenue Management Strategy.
h) All hotel and departmental policies and procedures.
8. Access all functions of the computer system.
9. Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
10. Establish par levels for supplies and equipment (including Market, Pantry, etc). Complete requisitions to replenish shortages or additional items needed for the anticipated business. Complete monthly inventories to ensure proper par levels on hand.
11. Ensure that current information on rates, packages, and promotions is available at the Front Desk and that all staff is aware and knowledgeable about current offerings.
12. Review the daily business levels, anticipate critical situations, and plan effective solutions to best expedite these situations.
13. Monitor revenues derived from telephone, garage, movies, laundry, internet, and sundries. Track actuals against budget.
14. Monitor expenses (telephone, cost of sales, supplies, T/A commissions and labor). Track actuals against budget.
15. Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
16. Ensure that staff report to work as scheduled. Document any late or absent employees.
17. Coordinate breaks for staff.
18. Assign work duties to staff.
19. Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
20. Inspect grooming and attire of staff; rectify any deficiencies.
21. Inspect, plan, and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
22. Constantly monitor staff performance in all phases of service and job functions; rectify any deficiencies with respective personnel to include Front Desk and Night Audit staff.
23. Monitor the hotel front entrance and resolve any congested situations.
24. Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
25. Monitor communication logs and ensure that guest requests are followed up within 30 minutes.
26. Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
28. Monitor guest mail and ensure that it is processed according to procedures.
29. Monitor and ensure that express check-outs are processed through the system.
30. Monitor the staff interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
31. Assist staff with their job functions to ensure optimum service to guests.
32. Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
33. Assist guests with reports of lost/stolen articles, following hotel policy.
34. Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
35. Contact newly registered guests 30 minutes after check-in to establish guest satisfaction; resolve any dissatisfaction immediately. Document each call according to procedures.
36. Ensure security of guest room access.
37. Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:
a) Contracted banks
b) Shortages/overages
c) Late charges
d) Petty cash/paid outs
e) Adjustments
f) Posting charges
g) Making change for guests
h) Payment methods/processing
i) Settling accounts
j) Closing reports
k) Cashier reports
l) Balancing receipts
m) Dropping receipts
n) Securing banks
38. Review previous night's no-shows; verify and ensure billing of such.
39. Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
40. Assist staff with expediting problem payments.
41. Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or "walked" guests.
42. Audit surrounding area hotels daily for status of rooms, rates, discount rates, and packages. Maintain current list of available locations for walk situations.
43. Anticipate low occupancy periods and coordinate blocking of rooms with Executive Housekeeper to maximize labor swings, deep cleaning, and maintenance of rooms.
44. Review the arrival report for accuracy and completeness. Check printed registration cards against information on arrival report; rectify any deficiencies with respective personnel.
45. Ensure that all VIPs are pre-registered according to standards.
46. Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
47. Print special requests report and block according to specifications.
48. Balance room types daily.
49. Print credit check report and review status of each account. Follow up on accounts beyond approved credit limits.
50. Review resumes for arriving groups; organize and coordinate master accounts and check-in/ pre-registration procedures.
51. Print and review masters for departed groups; check accuracy and distribute to Accounting.
52. Review flag reports and follow up accordingly.
53. Coordinate delivery time of amenities with staff, ensuring timely delivery.
54. Review requests for late check-outs and approve according to occupancy. Communicate this information to Housekeeping.
55. Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.
56. Print report on discrepant rooms, research discrepancies, and enter current status accordingly.
57. Ensure that designated hotel entrances are locked at specified times.
58. Maintain awareness of undesirable persons on hotel premises and escort off property. Contact Security where necessary.
59. Ensure all closing duties for staff are completed before staff sign out.
60. Conduct a formal brand training program on the required job functions with criterion expected and department orientation with new hires. Conduct ongoing training with existing staff.
61. Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees.
62. Foster and promote a cooperative working climate, maximizing productivity, and employee morale.
63. Prepare and submit bi-monthly payroll records.
64. Complete work orders for maintenance repairs and submit to Engineering. Contact Engineering directly for urgent repairs.
65. Document pertinent information in department log book.
66. Complete all paperwork and closing duties.
67. Review status of assignments and any follow-up action with on-coming Supervisor.
68. Ensure Front Desk brand standards are compliant.
69. Greet all guests using the 15/5 rule.

SECONDARY JOB FUNCTIONS
1. Complete and direct scheduled inventories.
2. Prepare monthly forecast of revenues and labor costs.
3. Conduct monthly departmental meetings.
4. Attend designated meetings.
5. Interview Front Desk applicants.
6. Complete departmental filing.
7. Provide guest room tours.
8. Assist in strategizing control of room inventory to maximize revenues.
9. Follow up on assignments given by supervisor(s).
10. Perform all functions of Front Desk Associate/Night Auditor in order to work required shifts and train properly on systems.
11. Collect and record laundry & vending cash revenues.
STANDARD SPECIFICATIONS
Requirements are representative of minimum levels of knowledge, skills, and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees, or guests.
A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.
This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Lodging Dynamics
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