Reports To General Manager
Supervises Guest Services Representative, Night Audit.
Job Purpose To maintain a high quality of services offered to guests through management of the functional areas of guest registration, telephone services and guest accounting so as to maintain established operational standards and maximize profits of the hotel. Concierge and garage services may also report to this position.
Job Responsibilities
Supervise Front Desk staff: hiring, firing, performance evaluations, training, and development. Schedule staff according to labor standards and forecasted occupancy.
Maintain standards of guest service quality. Contribute to the profitability and guest satisfaction perception of other hotel departments. Increase level of guest satisfaction by delivery of an improved product through employee development, job engineering and quality image.
Achieve budgeted revenues and expenses and maximizes profitability related to the guest services department.
Develop short term and long term financial and operational plans for the guest service department which relate to the overall objectives of the hotel. Participate in the preparation of the annual hotel budget.
Manage the reservation function to maintain highest possible room occupancy and average daily rate through suggestive selling by employees.
Maintain procedures for credit control and handling of financial transactions, security of monies, guest security and emergency procedures.
Receive departmental related guest complaints and ensures corrective action is taken.
Ensure staff uses guest interaction skills. Reward employees who meet/exceed guest expectations.
Other duties as assigned.
Job Skills
Analyze and interpret business records and statistical reports; interpret policies established by administrators.
Use mathematical skills to interpret financial information and prepare budgets.
Understand the government regulations covering business operations.
Make business decisions based on production reports and similar facts, experience, and opinion.
Plan and organize the work of others.
Change activity frequently and cope with interruptions.
Reports To Food & Beverage Supervisor, Manager or Director
Supervises N/A
Job Purpose To serve meals to patrons according to established rules of etiquette.
Job Responsibilities
Serves ice water and/or coffee upon greeting the table.
Presents menu to diner, suggesting dinner courses, appropriate wines, and answering questions regarding food preparation.
Writes order on check or memorizes it.
Relays order to kitchen or bar and serves courses from kitchen and service bars.
Garnishes and decorates dishes preparatory to serving.
Serves patrons from dish at table on occasion.
Observes diners to fulfill any additional request and to perceive when meal has been completed.
Totals bill and accepts payment or refers patron to cashier.
Replenishes supplies and prepares for the next meal.
Takes the initiative to greet guests in a friendly and warm manner.
Other duties as assigned.
Job Skills
Use arithmetic to total costs and make change.
Talk with different kinds of people to find out what services they want and to give them information.
Stand or walk for varying lengths of time, sometimes for long periods.
Move fingers and hands easily and quickly to handle things like dishes, money and merchandise.
Lift and carry things like heavy trays.
