Job Description
Scope of Position:Supports the Front Office Manager in overseeing daily operations of guest services, including front desk, bell services, telephone operations, night audit, and reservations. Ensures exceptional guest satisfaction while optimizing departmental performance and hotel profitability.
Primary Responsibilities:Assist in the training, supervision, and performance development of Guest Services Agents, Front Desk Agents, and Night Auditors.
Oversee and actively participate in the guest registration and check-in/check-out process.
Assist with staff scheduling in alignment with labor standards and occupancy forecasts; assign daily tasks and manage labor costs to remain within budget.
Promptly respond to and resolve guest complaints and service requests, ensuring follow-up and satisfaction.
Ensure compliance with established hotel procedures regarding accounting, credit control, financial transactions, cash handling, guest security, and emergency protocols.
Maintain a strong presence at the front desk to support staff and guest needs, particularly during high-traffic periods.
Serve as a role model for professional appearance and behavior; uphold a polished image at all times.
Communicate and enforce company policies and procedures effectively among team members.
Participate in the recruitment and hiring process by following company hiring standards, including behavioral interviewing, reference checks, and team evaluations.
Support and conduct training sessions focused on safety, departmental procedures, service standards, and guest engagement.
Ensure the business center is fully stocked and operational on a daily basis.
Attend bi-weekly management meetings when the Director of Front Office is unavailable.
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