Front Desk Manager
June 2002 — November 2012
Welcome and check in guests in an efficient and friendly manner, using guest name whenever possible
Issue correct keys to the guest
Assure that guest is assigned type of room requested and the correct rate is charged
Explain the accommodations and establish credit or method of payment
Respond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all hotel policies
Ascertains guest satisfaction, collects keys, post late charges
Check guest out of the hotel, prepare and explain the bill
Settle bill accurately through credit card or cash transaction.
Maintains a balanced bank assigned by the hotel
Make change, cash checks
Reconciles all transactions at the close of each shift.
Handle all guest interactions with the highest level of hospitality and professionalism
Accommodate special requests whenever possible
Respond to all guest requests in an accurate and timely manner
Resolve customer complaints
Assist customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
Interaction with guest in person and by phone.
Utilize a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests
Work harmoniously and professionally with co-workers and supervisors
Accept reservations, changes and cancellations
Assist with responsibilities and duties in the absence of or due to heavy volume in the areas of housekeeping, maintenance, manager reception and breakfast hostess
Provide basic trouble-shooting support for in-room services such as Internet, TV, and telephone operations.
Ensure smooth handling of guest luggage, deliveries and special packages
Provide the highest quality of service to the customer at all times and maintain the hotel's high standard of service and hospitality
Communicate with previous shift, organize shift and review reservations that are to arrive
Verify that all updated contingency reports have been run.
Resolve any discrepancies with departments out of balance.
Ensure credit card draft capture is in balance.
Print registration cards for the days arrivals
Verify GTD no shows and complete walked guest report
Ensure that all wake up calls are handled promptly and properly
Post room charges and phone charges
Balance accounts to zero.
Balance all refunds, paid outs, and misc. charges.
Inform management of any discrepancies.
Prepare Housekeeping Reports recording same day checkouts, stay overs, etc.
Complete, print and leave all required reports at the assigned areas for designated managers.
Conduct ongoing verification of hotel security with others using the two way radio system.
Represent the Hotel in regard to guest complaints and situations that require immediate attention.
Maintain the desk area cleanliness, refill supplies as needed, and inventory items
Have a thorough knowledge of emergency procedures
Ensures the desk is always attended
Move luggage or packages weighing as needed
Resolve guest complaints, ensuring guest satisfaction
Maintain complete knowledge of, or where to access to following information: a) all hotel features/services, hours of operation. b) all room types, numbers, layout, decor, appointments and location. c) all room rates, special packages and promotions. d) daily house count and expected arrivals/departures. e) room availability status for any given day. f) scheduled daily group activities.
Count and maintain bank
Secure bank at all times
Read the log book daily, and record all pertinent information in the log book
Process adjustments, refunds, paid outs and credits as required.
Verifies and makes corrections to the Room Rate Report.
Post and audit room charges
Adjust outside Vendor activity
Reconcile telephone calls and miscellaneous accounts.
Backup computer system files
Audit all miscellaneous charges. (Faxes, Stamps, Vending, etc.)
Verify postings on house accounts
Run Room & Tax verifying that all room rates posted
Verify Cashiers Report to drop log and paperwork
Record room statistics.
Run end of day program and close day when everything is balanced
Check that interfaces are up and running
Run morning reports and backup reports and distribute accordingly
Print express check out folios and distribute
Restock all printers.
Fill out and deposit payment and corresponding checks
Document maintenance needs on work orders and submit to Maintenance
Review Night Audit checklist and verify that all work has been completed
Sign out and brief relief