Front Desk (Overnight Shift)

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge at all times of:
• all hotel features/services, hours of operation.
• all room types, numbers, layout, decor, appointments and location.
• all room rates, special packages and promotions.
• daily house count and expected arrivals/departures.
• room availability status for any given day.
• scheduled in-house group activities, locations and times and group resumes.
• all hotel and departmental policies and procedures.
• Access all functions of the computer system.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff is knowledgeable on such.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Ensure that staff reports to work as scheduled.  Document any late or absent employees.
• Coordinate breaks for staff.
• Assign work duties to staff.  Assist with duties, as needed and ensure duties have been completed.
• Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
• Inspect grooming and attire of staff; rectify any deficiencies.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Constantly monitor staff performance in all phases of service and job functions; rectify any deficiencies with respective personnel.
• Participate in the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor communication logs and ensure that guest requests are followed up within 15- 20 minutes. 
• Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
• Monitor guest mail and ensure that it is processed according to procedures.
• Monitor and ensure that express checkouts are processed through the system.
• Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist staff with their job functions to ensure optimum service to guests.
• Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
• Assist guests with reports of lost/stolen articles, following hotel policy.
• Adhere to hotel requirements for guest/colleague accidents or injuries and in emergency situations.
• Contact newly registered V.I.P. guests 15 minutes after check-in to establish guest satisfaction; resolve any dissatisfaction immediately.  Document each call according to procedures.
• Ensure security of guest room access.
• Monitor and ensure that all cashiering procedures comply
• Review previous night's no-shows, verify and ensure billing of such.
• Anticipate sold-out situations and know how many rooms are overbooked.  Handle overbooked or “walked” guests.
• Audit surrounding area hotels in sold out situations for status of rooms, rates.  Maintain current list of available locations for walk situations.
• Review the arrival report for accuracy and completeness; rectify any deficiencies with respective personnel.
• Ensure that all VIPs are pre-registered according to standards. 
• Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
• Print special requests report and block according to specifications.
• Print credit check report and review status of each account.  Follow up on accounts beyond approved credit limits.
• Review resumes for arriving groups; organize and coordinate master accounts and check-in/ pre-registration procedures and daily reports needed for groups.
• Review trace reports and follow up accordingly.
• Coordinate delivery time of amenities with In Room Dining, ensuring timely delivery.
• Review requests for late checkouts and approve according to occupancy.  Communicate this information to Housekeeping.
• Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.
• Print report on discrepant rooms, research discrepancies and enter current status accordingly.
• Complete rate check nightly.
• Maintain awareness of undesirable persons on hotel premises and contact Loss Prevention where necessary.
• Ensure all closing duties for staff is completed before staff clocks out.
• Conduct ongoing training with existing staff.
• Provide feedback to staff on their performance.  Pass on disciplinary problems to manager.
• Foster and promote a cooperative working climate, maximizing productivity and colleague morale.
• Complete work orders for maintenance repairs and submit to Royal Service.  Contact Engineering directly for urgent repairs.
• Complete and direct scheduled inventories.
• Assist with monthly departmental meetings.
• Complete departmental filing.
• Provide guest room tours.
• Follow up on assignments given by Assistant Front Office Manager, Front Desk Manager or Director, Rooms.
• Perform other tasks as required or assigned

 

1. High school graduate or equivalent vocational training certificate.
2. Previous experience in Front Office in similar role, preferably a 4-5 Star/Diamond style hotel
3. Fluency in English required, both verbal and non-verbal.
4. Fluency in a second language an asset
5. Computer literate and experience with front office applications an asset
6. Compute basic arithmetic.
7. Ability to suggestively sell.
8. Ability to:

• perform job functions with attention to detail,  speed and accuracy.
• prioritize and organize.
• be a clear thinker, remaining calm and resolving problems using good judgement.
• follow directions thoroughly.
• understand guest’s needs.
• work cohesively with co-workers as part of a team.
• work with minimal supervision.
• maintain confidentiality of guest information and pertinent hotel data.
• ascertain departmental training needs and provide such training.
• input and access information in the property management system/computers/point of sales system.

PHYSICAL ABILITIES

• Exert physical effort in carrying (up to 20lbs)
• Endure various physical movements throughout the work areas.
• Reach 1-2 feet.
• Remain in stationary position for 6-8 hours throughout work shift.
• Pull or push trolleys (up to 100lbs)
• Occasional use of ramps and stairs
• Satisfactorily communicate with guests, management and co-workers to their understanding.

What’s in it for you:

• Paid time off
• Medical, Dental and Vision Insurance, 401K
• Complimentary Shift Meal
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academy designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities, such as Planet 21
• Career development opportunities with national and international promotion opportunities
• Eligible performance based bonus