Duties and Supporting Responsibilities

• 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