• Oversee, organize, delegate, and assess the performance of front desk staff to ensure their active involvement in the following tasks: delivering information and exceptional customer service, and ensuring that all guests receive a welcoming experience in line with The Bruce Hotel's high standards of service.
• Monitoring the check-in/check-out process; anticipating critical situations and assisting wherever
• necessary to help alleviate the pressure of the guests and ensure the process runs smoothly.
• Examine and verify that current information on packages and rates is available and accurate at the Front Desk, and available to all team members.
• Establish work schedules and procedures.
• Coordinate activities with other work units or departments.
• Maintaining complete knowledge of all departmental policies/service procedures/standards.
• Resolve work-related problems and prepare and submit progress and other reports.
• Identify training needs and train workers in job duties and company policies.
• Ensure all computer systems and functions are working accurately. Informing senior managers of issues when needs arise.
• May perform the same duties as workers supervised.
• Completing requisitions to replenish shortages of supplies.
• Monitoring and ensuring that all cashiering procedures comply with accounting policies and
standards.
• Responsible for knowing hotel emergency procedures and following all standard operating.
procedures.
• Preparing and updating reports to the general manager of the hotel.
• Resolving and monitoring hotel guest surveys and reviews.
|