Supervising procedural aspects of the hotel’s front office, maintaining a presence during peak traffic periods Observing employees while they work to ensure that the front desk team is checking guests in and out of the hotel in an efficient, courteous, and professional manner Ensuring guests’ needs and concerns are responded to in a timely, professional and friendly manner with a focus on service recovery when applicable Performing front desk agent duties as necessary, such as registration, check out and processing room reservations for guests Assisting employees with questions and problems as they occur Ensuring that all VIP guests are identified and recognized Ensuring proper execution of VIP requirements, including room requests, amenity placement, welcome letters, gifts, etc. Monitoring cash handling, credit card totals and deposit slips to ensure accuracy Ensuring that all safety and security policies and procedures are followed Assisting with the training, coaching and development of team members Assisting with interviewing and hiring team members Managing and resolving all guest complaints and compliments in a professional and courteous manner Maintaining an up to date working knowledge of all property amenities as well as any special events |