Front Office & Guest Services
Responsible for ensuring creation and completion of the MOD report for each shift, which is to be directed to Company Management daily. He/she will make sure the hotel meets or exceeds Camelback Lodge’s Standards for Guest Satisfaction, ensure the proper appearance of the lobby and all public areas, and act as MOD when scheduled.
Duties and responsibilities
- Enforce all existing and new policies and procedures with Associates and hold them accountable to those policies and procedures.
- Address Guests’ complaints in a manner which results in superior Guest service.
- Communicate with other hotel departments regarding issues which need attention.
- Conduct a Stand-up Meeting with all department MODs early in each shift to ensure the dissemination of updated, accurate, and pertinent information throughout the Resort.
- Maintain complete knowledge at all times of the hotel’s features and services, hours of operation, room types, room numbers, layout, décor, appointments and location, room rates, special promotions, daily house count, expected arrivals/departures, room availability status, and scheduled in-house group activities, locations, and times.
- Ensure a proper process for communicating important information at the turn of each shift.
- Check the front of house and storage areas for proper supplies, organization, and cleanliness. Instruct designated Associates to rectify any deficiencies.
- Monitor and ensure that the front of house area is kept clean and organized and manned at all times.
- Review the daily business levels, anticipate critical situations, and plan effective solutions to best expedite these situations.
- Inspect grooming and attire of Associates per the On-Stage standards; rectify any deficiencies.
- Monitor the Associates’ interactions with Guests, ensuring prompt and courteous service; resolve discrepancies with Associates immediately. Observe Guest reactions and confer frequently with Associates to ensure Guest satisfaction.
- Walk-through of the Resort to ensure the general upkeep in both front and back of house areas and report on any issues.
- Work closely with Housekeeping to ensure accurate status of each room, readiness of rooms for check-in, and to report Guest concerns.
- Conduct at least one random VI room inspection, and at least two Housekeeping closet inspections per shift, and submit the results as an addendum to the MOD report.
- Be aware of the Fire and Emergency procedures, and the Front Office’s responsibilities in emergencies.
- Be aware of the Security policies and procedures of the Hotel, and ensure these policies and procedures are adhered to.
- Attend all hotel required meetings and trainings.
- Perform all other duties as requested.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
- Ability to stand for extended periods of time.
Education and/or Professional Certification
- High school diploma or equivalent required.
- College course work in a related field preferred.
- Previous hotel or customer service experience at a supervisory level required.
- Knowledge of area to assist in answering guest inquiries.
- Strong interpersonal skills, must be able to interact with guests from different backgrounds and age groups.
- Be proficient in the use of the Hotel Operating System, V1
- Must be able to communicate effectively with the public and other team members in verbal and written form
- Ability to work independently
- Follow and enforce all hotel standards
This is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. This includes nights, weekends & holidays.