MAIN DUTIES AND RESPONSIBILITIES: - Maintain knowledge and communicate, scheduled daily activities, daily arrivals/departures, features and services provided by the hotel, hours of operation for each outlet.
- Promote positive relations with all individuals who approach the front circle and be a role model for LQA standards.
- Maintain the cleanliness, sanitation, and organization of front drive, hotel entrance, bell desk, storage and work areas.
- Maintain a positive work environment with high team member morale showing empathy and respect to team members and guests.
- Anticipate guest requests and requirements in order to satisfy them efficiently and promptly.
- Maintain confidentiality of hotel guests and pertinent hotel information.
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
- Anticipate guests’ needs, respond promptly and acknowledge all guests, regardless of work volume or time of day.
- Escort arriving guests to guestrooms and orient them to the property as well as the features of their rooms.
- Assist guests with transportation needs.
- Remain in assigned post position, maintaining correct stance.
- Assist guests with luggage.
- Park and secure guest vehicles.
- Organize guest car keys and cars nightly so that they are in proper order for morning departures
- Assist as needed with in-room dining tray deliveries and pick up.
- Assist as needed with delivery of amenities, roll away beds, etc.
- Ensure that proper newspapers are delivered to guest rooms according to El Encanto standards
- Maintain a professional appearance, impeccable grooming and uniform standards.
- Satisfactorily communicate in English with guests, visitors, management and co-workers to their fullest understanding, both in person and on the telephone.
- Provide legible communication and directions.
- Understand guest inquires and provide responses.
- Promote positive relations with all individuals who approach the Front Desk and by telephone.
- Remain professional and courteous with demanding or difficult guests or situations, in order, to turn them to the positive.
- Focus on the guest needs remaining calm and courteous.
- Think clearly, quickly and make concise decisions.
- Prioritize, organize and follow up.
- Work well under pressure on any arrivals and/or departures within any given period of time.
- Focus attention on details.
- Ensure security and confidentiality of guest and hotel information.
- Ensure security of guest room access.
- Remain stationary at assigned post for extended periods of time, standing or sitting.
- Work cohesively with other departments and co-workers as part of a team.
- The management of all reservation calls and inquiries directed to the hotel in a courteous and efficient manner.
- The thorough knowledge of all hotel room types, room numbers and rate structure.
- The handling of all guest inquiries in a prompt and courteous manner, whether personally or by directing
- Ability to satisfactorily communicate in English and /or any foreign language with guests, management and co-workers to their fullest understanding.
- Provide legible communication.
- Accurately compute valuable mathematical calculations.
- Familiarity with yield management and cost controls.
- Enforce hotel’s standards, policies and procedures with the Front Office staff.
- Create and maintain a positive work environment to ensure an excellent work relationship with other departments and to ensure the guest expectations.
- Be a clear thinker analyze and resolve problems pertaining to hotel standards.
- Prioritize and organize work assignments and delegate work.
- Direct performance of staff and follow up with corrections where needed.
- Train and motivate staff on a daily basis to maintain a cohesive team.
- Focuses attention on details by doing daily rounds of the guest rooms and public areas.
- Remain professional and courteous with demanding or difficult guests or situations, in order, to turn them to the positive.
- Ensures security and confidentiality of guest and hotel information.
- Ensures that all special guest needs and expectations are met and exceeded.
- Prepares schedules, in order, to ensure budget expectations.
- Maintains excellent grooming and dress codes for all staff workers.
- Aware and practices safety and emergency procedures of the hotel.
- Use utilities and resources in a responsible manner to control wastage.
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