The incumbent in this position is responsible for developing an environment that creates excitement for guests and employees, promoting and retaining a highly skilled work force. The incumbent is also responsible for coordinating and supervising the activities of the Hotel Front Office personnel to ensure quality guest service and adherence to safety standards.
(The following statements are intended as general illustrations of the work in this job class and are not all-inclusive for specific positions.)
1. Trains, motivates, evaluates, supervises and assists in hiring staff to ensure that team members receive adequate guidance and resources to accomplish established job requirements.
2. Creates shift schedule and approve time when assigned by the Front Office Manager.
3. Supervises and directs guest check in and check out process to ensure that procedures are followed, that guests are helped quickly and in a courteous and safe manner according to Horseshoe St. Louis standards.
4. Counsels, guides and instructs the Front Desk Agents and Phone Operators in the daily performance of their duties and provides exceptional leadership.
5. Ensures the needs of guests are being met and are consistent with the standards established by Horseshoe St. Louis management.
6. Run, work on, and file the Non-Zero balance report daily.
7. Run, work, and file on the Over-Credit report daily.
8. Oversee the operations of the hotel as Manager on Duty in the absence of the Front Office Manager.
9. Bank out agents and verifies accuracy of Front Desk Agents’ banks and audit.
10. Handling complex guest service situations such as room moves and unassigned reservations. Acts as communication center between guests and various internal departments to ensure guest satisfaction.
11. Perform other duties as assigned by management.
12. Coordinates with PBX, Reservations, and Housekeeping to ensure guest satisfaction.
13. Monitors equipment operations to ensure proper function; requests maintenance or revision as necessary.
14. Monitors stock par levels to ensure adequate supply levels are maintained; prepares supply orders as necessary.
• Ability to effectively communicate in English with customers, outside contacts and all levels of employees.
• Ability to review written reports and observe job performance of subordinates.
• Ability to use a typewriter, 10-key, etc.
• Ability to use a telephone.
• Ability to move effectively and efficiently around work area.
• May be required to work outdoors, in all weather conditions. Proper clothing is provided.
• Ability to be physically mobile, and stand/walk for 8 to 12-hour shifts.
• Excellent guest service and communication skills.
• Must be able to work in areas containing dust, secondhand smoke, varying noise and temperature levels, lighting, vibrations, crowds and air quality.
• Must present a professional appearance and demeanor at all times.
• Regular and punctual attendance is required.
