- Up-sell rooms where possible to maximize hotel revenue.
- Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier or other reports, preparing deposit, and counting/securing assigned bank.
- Promote teamwork and quality service through daily communication and coordination with other departments.
- Respond appropriately to guest complaints. Make appropriate service recovery gestures in accordance with established guidelines.
- Routinely check in/check-out guests, answer phones, take reservations and assist staff with job functions. May be responsible for issuing safe-deposit boxes to guest and ensuring the security of keys.
- Promote hotel services, facilities and outlets; provide guests with information such as local attractions and directions to increase guest satisfaction.
- Assist in supervising the front desk function; ensure staff is properly trained including service expectations, hotel facilities and services, local directions, property management and reservations systems, safety and emergency procedures, etc.
- Monitor performance and recommend corrective or disciplinary action. Alert management of potentially serious issues.
- Complete opening and closing shift duties, and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
- Perform other duties as assigned which may include guest room tours, concierge services, special guest requests, etc.)
- Frequently standing up behind the desk and front office areas
- Carrying or lifting items weighing up to 50 pounds
- Handling objects, products and computer equipment
- Use a keyboard to operate various property management and reservations systems, etc.
- Communication skills are utilized a significant amount of time when interacting with guests and employees.
- Reading and writing abilities are utilized often.
- Basic math skills are used frequently.
- Problem solving, reasoning, motivating and training abilities are often used.
- May be required to work nights, weekends, and/or holidays.
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Supv Front Desk InterContinental Hotel and Conference Center - Cleveland, United States - InterContinental Hotels Group
Description
Duties and ResponsibilitiesFINANCIAL RETURNS
PEOPLE
GUEST EXPERIENCE
RESPONSIBLE BUSINESS
QUALIFICATIONS AND REQUIREMENTS
High School diploma or equivalent, plus one year front office/guest relations experience including some supervisory training/experience. Some college preferred. Must speak fluent English. Other languages preferred.
This job requires ability to perform the following:
Other:
