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Manages the staff at the Front Desk. Directs all activities of the Duty Managers to ensure communications and follow-up on any problems, guest requests or special requirements. Interviews, trains and schedules the staff. Conducts Performance Evaluations and disciplines staff when needed.
Reviews and monitors schedules of staff in other department of responsibility. Monitors their activities to assure that standards are being met, staff is being supported and guest needs are being met.
Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone in a timely manner.
Coordinates arrivals, departures and billing requirements. Blocks rooms for arrivals and ensures any discrepancies are resolved. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups accordingly to guest preferences and request.
Assures that all financial and credit procedures are followed. When taking a shift at the desk, follows up on credit problems. Reviews all paid-outs, rebates, Petty Cash disbursements and Direct Billings. Checks cashiers’ work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements.
Takes action in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees when senior managers are not available. Responds swiftly and effectively in any hotel emergency or safety situation. Work closely with Security to ensure guest and staff safety is priority.
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