Anticipate flow of arrivals and take necessary steps to ensure smooth check in/out. Prepare pre-arrival packets as requested/required. ¢ Manage Third Party Internet billing and arrivals. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered. Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations. Resolve customer complications and complaints by conducting thorough research of the situation and the most effective solutions. ¢ Remain calm and alert especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and the other employees. Retrieve mail, small packages and facsimiles for customers as requested. Retrieve messages and communicate the content to the guest. ¢ Promptly answer the telephone using a positive and clear English language. Post charges to guest rooms and house accounts using the computer. Perform accurate, moderately complex arithmetic functions using a calculator. Accept and record vouchers, travelersâ checks, and other forms of payment. Handle cash make changes and balance as assigned house bank. ¢ Verify and imprint credit cards for authorization using electronic acceptance methods. Requires standing and continual mobility throughout front office area. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowance. Close out guest accounts at time of check out. Provide welcome folders containing room keys, certificates, and coupons as appropriate. Nonverbally confirm the room number and rate. Make appropriate selection of rooms based on guest needs. ¢ Promptly complete registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions. ¢ Greets guests immediately with a friendly and sincere welcome. Observes performance and encourages improvement. Assign and instruct front desk clerks in details of work. ¢ Communicate effectively both verbally and in writing to provide clear direction to staff. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week. The job description is not intended to include all duties or qualifications that may be required now or in the future. This description is a summary of primary responsibilities and qualifications. Provides guidance and leadership as the Front Desk Supervisor ensuring consistent quality customer service is delivered.
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