- Welcome and register guests expeditiously, provide information to guests as needed, obtain identification and credit/check approval as directed by hotel policy. Verify rate and departure date. Confirm and modify information required to complete the registration process per hotel procedures.
- Check departing guests out of the hotel as per hotel procedures.
- Sell guest rooms, food & beverage outlets and seasonal hotel promotions.
- Review Front Desk log when coming on shift and record pertinent information as needed throughout shift.
- Post charges to individual room or master account.
- Complete tasks on daily checklist.
- Communicate with other hotel departments to maintain a high level of guest satisfaction.
- Adhere to guest safe deposit box procedures.
- Adhere to policies regarding handling of employee's cash bank.
- Reconcile all charges and cash received during shift.
- Complete other duties as assigned.
- Sell Honors Program to guests.
- Ensure all equipment is in operation order and all supplies are up to par.
- Process mail, messages, faxes and packages.
- Assist as needed in answering phones.
- Responsible for knowledge of groups and functions in the Hotel on a daily basis.
- Be familiar with the operating procedures of all other areas of the hotel, cooperating fully and in a friendly manner with those areas to assure customer satisfaction.
- Ensures total guest satisfaction.
- Staff Management
- Hold a pre-shift meeting with staff prior to reporting to stations.
- Be prepared for each daily activity and review any variations with management and staff.
- Work shifts are covered with adequate staff, ensure correct staffing during peak periods and high occupancy.
- Communicate daily with department managers and MOD to assure consistency and pass on pertinent information.
- Consistently monitor the performance of associates on an on-going basis and assist the department manager in providing feedback. Reward, discipline and document associate performance and provide timely counseling. Address associate complaints and resolve problems.
- Supervise the staff and handle associate situations.
- Ensure staff is properly groomed and uniformed at all times.
- Ensure work area cleanliness is maintained at all times.
- Maintain efficiency in the operation of the staff in a high standard of quality of service and courtesy, bringing total satisfaction to our guests and the hotel.
- Assist department manager in maintaining close control and inventory of uniforms, supplies, and equipment.
- Assist in the preparation of weekly schedules in accordance to guest needs and staff availability.
- Conduct frequent hospitality audits to ensure the staff are conducting themselves in the manner appropriate for the department. Ensure Hilton Service Standards are in place.
- Maintain a complete and accurate set of logs.
- Prepare and submit accident or injury reports when needed.
- Be a Team Player and encourage the teamwork attitude among staff.
- Ensure all guests who experience a problem receive an appropriate response, any promised compensation is delivered, and appropriate follow up in a timely and professional manner.
- Carries out supervisory responsibilities in accordance with Hotel policy and applicable laws.
- Plan, assign and direct work of associates.
- Promote open channels of communication between all hotel departments.
- Training
- Ensure all team members are safety conscious and trained in safe work practices.
- Have a thorough knowledge of hotel fire regulations and policy, accident reports, safety programs, and what the direct duties are in relation to each; ensure that all associates are properly trained in these procedures.
- Assist the department manager with implementing the proper training program.
- Assist with new hire training.
- ADMINISTRATIVE
- Understand and adhere to budgeted wage and hour limitations for associates.
- Attends department meetings and as needed, attends interdepartmental meetings.
- Be familiar with the operating procedures of all other areas of the hotel, cooperating fully and in a friendly manner with those areas to assure customer satisfaction.
- Notify management of any pertinent information related to shift activities.
- Determine the requirements for and the follow up on special groups, VIPs, etc.
- Follow supervisor's instructions and completes other duties as directed or assigned.
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