Oversees the Front Desk operations and responds to a wide variety of guest requests by accurately assessing the guest needs and requests.
- Coordinates arrivals, departures and billing requirements with Sales and Catering Department.
- Blocks rooms for arrivals and ensures any discrepancies are resolved.
- Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups.
- Assures that all financial and credit procedures are followed.
- Follows up on credit problems with Front Office Manager and/or Credit Manager.
- Takes action in all matters related to the safety, security, satisfaction and well being of hotel guests and employees when senior managers are not available.
- Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; Assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
- Responds to all guest requests in an accurate and timely manner.