Operate the Front Office properly, efficiently and with profitably
Ensure an exceptional level of service for all guests
Supervise and assist Guest Service Agents with their duties as necessary
Ensure a warm and genuine arrival and departure experience
Ensure that all Guest Service Agents are groomed according to hotel standards
Ensure accurate communication of information and guest requests to all relevant departments
Personally welcomes guests in VIP categories as well as repeat guests; recognize and anticipate their individual needs
Ensure that Legendary Quality Standards, policies and procedures are properly understood and followed through
Ensure that FLHSS standards are adhered to at all times.
Perform aspects of human resources and training functions, including counseling, coaching, training, disciplinary actions, etc., for Guest Service Agents
Ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of staff
Identifies quality improvement trends and effectively communicates issue to the Front Office Manager
Cooperate and coordinate teamwork with other departments
Perform any other reasonable duties as required by the Front Office Manager
Handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily
Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out
Spend time in all Public Areas periods to ensure that the area is managed well by the respective team
Ensure that guest history records are accurately maintained and all repeat guests preferences are met
Cover overnight relieve shifts in absence of the Night Manager
