Monitors the Arrival and Departure of Elite guests.
Schedule the Front Office Receptionists to provide maximum service to guests within budgeted guidelines.
Train the receptionists and supervise them in the performance of their duties.
Conduct performance evaluations and discipline employees when needed.
Communicate closely with the night manager and other assistant managers to ensure follow up on special guests, issues/glitches, requests etc.
Review daily arrivals and departure to ensure proper handling of VIP and return guests, groups etc and escort them to or from their rooms respectively.
Control room rate availability on full house nights to maximize occupancy and revenue while protecting guaranteed reservations. Handle relocation (aka walking guests) of guests according to established procedures.
Maintain close contact with other hotels with regard to their status on full house nights or blackout dates.
Ensure adherence to all credit procedures in the Front Office; review high balance reports and follow up on credit problems/queries with Accounting and Front Desk Manager.
Review all Paid Outs, Rebates, Petty Cash Reimbursements, Direct Billings and other.
Check the cashiers work at close of shift to ensure all transactions are reconciled with proper approvals and endorsements.
Inspect guest rooms and tour the hotel during each shift, completing maintenance requests through HotSOS as needed.
Complete evening Housekeeping report and follow up on discrepancies.
Assist other departments as required in resolving problems.
Handle guest problems/complaints and requests, keeping the Front Desk Manager well informed as to problems and action taken, using the Glitch Database and other communication (verbal and written).
Act in the absence of senior management in all matters concerning safety, security and well-being of hotel guests, patrons and employees.