JOB DESCRIPTION



General Responsibilities:
Assist the Front Desk Manager in all aspects of the operation of the Front Desk. Maintains a high quality of services offered to guests through the management of the functional areas of reservations, registration, bell services, telephone services and guest accounting so as to maximize room revenue at all times and maintain established standards and procedures of Shaner and/or franchise. Direct, implement and maintain a strong service and management philosophy which serves as a guide to respective staff. The ability to cover shifts should there be a call out or busy check in.


Qualifications (Essential):
• High school graduate.
• Minimum 1-3 years of front office management experience in the hospitality industry.
• Ability to communicate in English with guests/visitors/vendors and hotel staff to their understanding.
• Ability to provide legible communication.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.
• Ability to apply good judgment to carry out instructions.
• Ability to compute mathematical calculations.
• Familiarity with yield management and cost controls.


Qualifications (Desired):
• Some college.
• Experience with specific property management systems.
• Fluency in a second language, preferably Spanish.
Skills:
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
• Ability to endure abundant physical movements in carrying out job duties.
• Ability to enforce hotel and brand standards, policies and procedures with staff.
• Ability to ensure security and confidentiality of pertinent hotel, guest and employee data.
• Ability to use business computer systems effectively.
• Ability to achieve and maintain required performance ratings.
• Ability to work flexible hours in a 24 x 7 operation.
Forms


Standard Requirements:
1. Supports the Mission, Values and Vision of Shaner, Franchise, and the hotel.
2. Ensures an atmosphere which allows for the privacy, dignity and well-being of all guests and employees in a safe, secure environment.
3. Supports, cooperates with, and implements specific procedures and programs for:
a. Safety, including universal precautions and safe work practices, established fire/safety/disaster plans, risk management, and security, report and/or correct unsafe working conditions, equipment repair and maintenance needs.
b. Confidentiality of all data, including guest, employee and operations data.
c. Quality Assurance and compliance with all regulatory requirements.
d. Compliance with current law and policy to provide a work environment free from sexual harassment and all illegal and discriminatory behavior.
4. Supports and participates in common teamwork:
a. Cooperates and works together with all co-workers; plan and complete job duties with minimal supervisory direction, including appropriate judgment.
b. Uses tactful, appropriate communications in sensitive and emotional situations.
c. Follows up as appropriate with supervisor, co-workers or guests regarding reported complaints, problems and concerns.
d. Promotes positive public relations with guests and employees.