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We are committed to invest in our people to develop a happy and prosperous future. We support you every step of the way in your career journey and offer benefits and unique learning and development opportunities that include:

Competitive Wages • Medical, Dental, Vision Insurance • Life Insurance • 401K Program • Paid Holidays and Vacation • Outstanding Recognition and Awards Program • Effective Training Programs • Tuition Reimbursement • Complimentary Parking and Meals in Dedicated Employee Restaurant • Preferred Pricing on Food and Beverage, Spa Treatments and Retail Purchases • Management Programs to Progress on Your Career Journey • Health and Wellness Fairs

JOB OVERVIEW:

Responsible for assisting the Front Desk Manager in all aspects of the Front Office in accordance with resort standards. Directs, implements and maintains a service and management philosophy which serves as a guide to respective staff.

REPORTS TO:      Director of Front of House Operations; Front Desk Manager

SUPERVISES:        Front Desk Agents, Bell-, Valet and Door staff, PBX- and Concierge staff.

                                 All staff of the resort in the absence of department/division head and

                                 Executive level management (MOD-Manager on Duty)

WORK ENVIRONMENT:

Front Desk and Back Office Areas, Guest Rooms and Public Areas.

Job involves working:

• under variable temperature conditions (or extreme heat or cold).
• under variable noise levels.
• outdoors/indoors.
• around fumes and/or odor hazards.
• around dust and/or mite hazards.
• around chemicals.
• perform job functions with attention to detail,  speed and accuracy.
• prioritize and organize.
• be a clear thinker, remaining calm and resolving problems using good judgment.
• follow directions thoroughly.
• understand guest’s service needs.
• work cohesively with co-workers as part of a team.
• work with minimal supervision.
• maintain confidentiality of guest information and pertinent resort data.
• ascertain departmental training needs and provide such training.
• direct performance of staff and follow up with corrections when needed.

KEY RELATIONSHIPS:

Internal:                    Staff in Front Office, Bell/Door, Transportation, Concierge, Reservations, Front Office Management, Resort Assistant Managers, Catering & Sales, Food and Beverage, Accounting, Housekeeping, Executive Offices, Security and Engineering.

External:                   Resort guests/visitors, Tour company representatives, and other vendors/suppliers.

QUALIFICATIONS

Essential:

• High school graduate or equivalent vocational training certificate, some college.
• Previous experience in cashiering.
• 2 years experience as a Front Desk Supervisor, preferably a 5 star style resort.
• Fluency in English both verbal and non-verbal.
• Compute basic arithmetic.
• Familiarity with yield management and cost controls.
• Ability to:
• Input and access information in the property management system/computers/point of sales system.

Desirable:

• College degree.
• Fluency in a second language, preferably Spanish.
• Certification in CPR.
• Previous supervisory experience.
• Ability to suggestively sell.
• Previous guest relations training.

PHYSICAL ABILITIES

Essential:

1. 1. Frequent standing and walking throughout shift.
2. 2. Endure various physical movements throughout the work areas.
3. 3. Reach overhead and extension up to 30 inches complete tasks at different levels.
4. 4. Remain in stationary position for up to 8 hours throughout work shift.
5. 5. Satisfactorily communicate with guests, management and co-workers to their understanding.

• Load and unload luggage from point of origin to destination.
• Lift, transfer and store heavy objects up to 60 pounds
• Occasional kneeling, pushing, pulling and lifting
• Occasional ascending or descending ladders, stairs and ramps

ESSENTIAL JOB FUNCTIONS

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Assume responsibility and be(come) the principal point of contact (MOD-Manager on Duty) for all resort departments to address all challenges and ensure smooth operations between the hours of 2pm-11pm and/or in the absence of Division Head/Executive Level Management.
• 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. Communicate and/or escalate any unresolved guest concerns/challenges
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge at all times of:

• all resort 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.
• scheduled private events
• all resort and departmental policies and procedures.

• Access all functions of the computer system.
• Print Emergency reports at the beginning of the shift. If inclement weather print 5 days of Detailed arrivals/departures/in house by name and room number and registration cards in the event of loss of power
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Establish par levels for supplies and equipment.  Complete requisitions to replenish shortages or additional items needed for the anticipated business; and create Purchase Orders for supplies prior to depletion
• Ensure that current information on rates, packages and promotions is available at the Front Desk (most current printed in the Front Desk binder) and that all staff are knowledgeable on such.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations: (Late check outs; Early Arrivals; Same floor requests; Bed type requests.
• Review arrivals 3 Days out to review room assignments in accordance with categories booked; preferences for bed type; same floor and connecting rooms are honored
• Review room assignments 1 day prior and effect room changes to accommodate early arrival and late check out requests in accordance with  owner revenue
• Prepare the weekly Front office schedule and submit to FOM and DOF for approval
• Monitor revenues derived from Concierge sundries. Track actuals against budget.
• Monitor payroll; newspaper and supplies expenses;   Track actuals against budget.
• Adjust weekly work schedules in accordance with staffing guidelines; occupancy forecasts and labor forecasts (as they fluctuate in accordance with room revenue and occupancy %).
• Ensure that staff report to work as scheduled.  Note and Document any late or absent employees as per employee handbook
• Coordinate breaks for staff. Address and document break periods under and over 30 minutes
• Assign work duties to staff. Monitor and sign off to verify completion of all items on the AM/PM Agent Checklists; PBX Checklists; Concierge Checklists are completed
• Conduct pre-shift meeting with staff and review all information pertinent to the day's business; Standard of the day; Role play.
• Inspect grooming and attire of staff; rectify any deficiencies.
• Inspect radios and earpieces for From Desk agents; and bellman. Ensure all radios are signed out and in. Immediately report any missing radios
• Inspect radio signed out by Concierge & PBX
• 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. Provide praise and encouragement for outstanding achievements and performance; and  rectify any deficiencies with respective personnel to include Front Desk, Bell staff, PBX , Concierge and valet staff. Make a notation of the occurrence include any support documentation (example: email; screen shot of Opera; Alice or MS Shift) for use in performance evaluations for positive and areas for further training and development> Coach to impart the “impact” of their action or inaction; and inform the FO Leaders to ensure awareness and assistance in monitoring. 
• Monitor the resort front entrance and resolve any congested situations.
• Monitor 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 30 minutes. 
• Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.

27. Monitor guest mail and ensure that it is processed according to procedures. All

      Executive Office Mail to be disseminated daily; All Packages logged and disseminated

      to North; Center ; South Tower

• Monitor and ensure that check-outs are monitored and accounted for. Any scheduled late check outs should be checked out at the negotiated time otherwise a follow up call/walk room should be conducted.
• 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: Obtain complete description of item; last known locations; value if known; Complete contact information of guest for follow up purposes; Confer with LOST & FOUND (Security). Ensure that all Lost and found items are commandeered by Security.
• Adhere to resort requirements for guest/employee accidents or injuries and in emergency situations. Refer to the Emergency Alerts; Medical; and Elevator Outage SOP’s. Contact and Alert Security immediately to conduct an incident report.
• Ensure security of guest room access.
• Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:

• Contracted banks (must be counted and balanced at every shift exchange: 7am; 3pm:11pm by both the outgoing and incoming shift – No exceptions. All Petty Cash and Paid outs are accompanied by the appropriate invoices)
• Shortages/overages (Must be reported to DOF; FOM and GM – NO exceptions)
• Late charges (Review to ensure no “inclusions” are billed to guests)
• Petty cash/paid outs ($200.00 maximum per room per day. All Petty Cash and Paid Out slips must be co-signed by the MOD)
• Adjustments (Every adjustment must have an explanation and be signed by MOD)
• Posting charges (Verify that the accurate posting code has been utilized)
• Making change for guests
• Cashing travelers checks ($200.00 maximum per room per day – Must be co-signed in presence of team member cashing the check)
• Processing Foreign Exchange ($200.00 maximum per room per day)
• Payment methods/processing (ensure that no “inclusions’ are billed to guests; ensure that appropriate credit is established and maintained;
• Settling accounts
• Closing reports - All FD (Checklist & User Report); PBX (Checklist and Caller Logs); Bell (Bellman Logs) and Concierge staff (Checklist and User Report) are required to submit their checklists to be reviewed and signed by the MOD prior to team member departing their shift. All support documentation must be
• Cashier reports - All Cash transactions and paid outs must be verified for accuracy to ensure that due backs are calculated accurately
• Balancing receipts (review all agent paperwork to ensure accuracy in utilization of posting codes; transfers; routing of charges)
• Dropping receipts(ensure that all support documentation is contained in the agent paperwork; Ensure that all receipts/charge slips are scanned prior to dropping paperwork to accounting for ease of research upon inquiry)
• Securing banks (must be counted and balanced at every shift exchange: 7am; 3pm:11pm by both the outgoing and incoming shift – No exceptions. All Petty Cash and Paid outs are accompanied by the appropriate invoices)

• Review previous night's no-shows, ensure housekeeping and In Room Dining are made aware to reverse turndown; remove/refresh amenity. Ensure reservations is made aware to ascertain of the reservation is to be cancelled. Ensure billing of such – Guest should be charged for No Show and arrival date moved forward. If guest was PRE-REGISTERED and has Not arrived by 4pm the following da to avoid consecutive days of room charges.

• Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
• Assist Housekeeping with researching any “vacant” rooms identified in advance of departure date. Ensure the discovery is communicated to Front Desk; Front Desk Overnight; Acqualina Housekeeping; Acqualina Reservations. If room scheduled to depart the following day.  Place an “(O)” beside the last name and add a trace for the OVN Team to check out after audit. If departure date is 2 OR MORE days in the future attempt to contact the guest and communicate these details to ensure that the room is not left running vacant for multiple days.
• Assist staff with expediting problem payments. Any incidence of declined credit cards; credit establishment concerns; inabilities to rectify credit limits exceeded must be reported via email to the Front Desk Group and applicable Finance /outlet managers. Attempts to contact guest must be included and noted including date/time/method of contact.
• Anticipate sold-out situations and know how many rooms are overbooked.  Handle overbooked or “walked” guests. Audit surrounding area resorts (Trump International Resort or Turnberry Isle) to obtain walk rate for walked guests.  Maintain current list of available locations for walk situations.
• Review the arrival report for accuracy and completeness.  Audit printed registration cards against information on arrival report; rectify any deficiencies with respective personnel.
• Monitor VIP arrivals; greet and escort them to their room.
• Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in including special requests such as cribs; appliances, etc. and to report guest concerns.
• Balance room types daily.
• Print credit limit exceeded report and review status of each account.  Follow up on accounts beyond approved credit limits.

• Review resumes for arriving groups; review billing instructions; deliveries (create

       Delivery log for scheduled deliveries); VIP’s’; Upgrades and check-in/pre-registration

       procedures. Ensure that all staff are made aware via email and during pre-shifts

• Print and Review trace reports and follow up accordingly.
• Coordinate delivery time of amenities with Room Service, ensuring timely delivery.
• Review requests for late check-outs 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.
• Complete an inspection of all guest room floors, public areas and restrooms daily and rectify deficiencies with respective departments.
• Complete bucket check nightly. Discern any discrepancies, example : Registration card dates do not coincide with dates of stay; guest name/room number to determine if a name change; room change; amended dates of stay have occurred.
• Maintain awareness of undesirable persons on resort premises and escort off property.  Contact Security where necessary.
• Ensure all closing duties for staff are completed before staff sign out.
• Review all registration cards; ensure that all contact information: Email/Address/telephone number was captured. If any missing information address with the team member. Ensure that the credit card used for deposit was swiped at check in and if not noted for the reason example: Credit Card used for deposit expired/credit card replaced/Credit Card Authorization form on file. If credit not established attempt to contact the guest and communicate to the entire Front Desk/Front Desk Overnight team.
• Collect checklists from all agents on duty; cross check all postings; adjustments; cash payments; house bank counts prior to team member leaving their shift
• Prepare training binder for all new hires by position. Review the content to ensure it is current/valid/relevant
• Obtain user credentials for all new hires Opera; HOTSOS; Salto; Master Key; Name Badge; Key Fob
• Obtain employee number for all new hires for time punching
• Conduct a 2 week formal training program on the required job functions with criterion expected and department orientation with new hires.  Utilize the checklist for the 10 day training and ensure it is initialed and issued to HR for filing upon completion. Any areas for focus/re-training/additional training must be conducted and signed off on
• Conduct ongoing training with existing staff to include knowledge of Five Star Service Standards; Verbiage; Credit Establishment Procedures
• Instruct all Front Desk Team to login to the Amex FHR portal for quarterly training; download the training; print/date/sign the document to be placed in their files in Human Resources
• Prepare team member 90 day and annual evaluations and submit to FO manager and Director of Front Office for review and submission to Director of Human resources. After receipt of approval from Human Resources; administer the review
• Provide feedback to staff on their performance. Provide praise (and document for use in evaluations). Provide constructive feedback (Be Specific about the action/explain the impact) and document for use in evaluations
•  Handle disciplinary problems. Coach and counsel employees.
• Prepare team member relations documents where applicable. After approval from Human resources administer the documentation.
• Foster and promote a cooperative working climate, maximizing productivity and employee morale.
• Create HOTSOS work orders for maintenance repairs and submit to Engineering.  Contact Engineering directly for urgent repairs – Escalate emergencies such as Leak; Flood; Fire to Security; Executive Committee
• Respond to HOTSOS Escalations via email
• Document all guest concerns/challenges and pertinent information in the shift Handover. Be concise. Indicate date/time/name/concern and status
• Complete all paperwork and closing duties. Submit MOD AM or PM Checklist.
• Review status of assignments and any follow-up action with in-coming MOD.
• Prepare and submit a Shift handover via email.

SECONDARY JOB FUNCTIONS

• Complete and direct scheduled inventories.
• Review weekly forecast of revenues and labor costs.
• Conduct daily Pre-Shift departmental meetings.
• Attend designated meetings.
• Interview Front Desk applicants.
• Complete departmental filing.
• Provide guest room tours.
• Assist in strategizing control of room inventory to maximize revenues.
• Follow up on assignments given by Director of Front Office; Front Office Manager; General Manager.
• Accept additional responsibilities as deemed Necessary by Manager