Position Summary:
Responsible for assisting the Front Office Manager with the planning, organization, development and direction of the Front Desk and Bell staff to operate at the highest service standards as they relate to efficiency, professionalism, accuracy, and customer service. Builds and manages teams effectively.

Primary Responsibilities/Essential Functions:

Provides guidance and leadership to Guest Services Agents and Bell Persons whenever necessary. Provides feedback about performance and may be involved in the evaluation process. Provides feedback to management on work-related issues including those that might lead to disciplinary action. Makes assignments and distributes workload; manages day-to-day workflow. Provides subject-matter expertise to co-workers. May be assigned time-keeping authority. Provides training and coaches staff.

Ensure Guest Services Agents consistently review expected arrivals in advance, check guests in/out of hotel according to procedures, ensure accurate guest billing, and make reservations outside of hours.

Ensures Guest Services Agents are adhering to all established accounting & cashiering practices including processing package adjustments, transfers, write-offs and disputes. Runs all necessary reports and balances paperwork.

Receives and records vouchers, credit cards, personal checks, business checks, cash, and other forms of payment. Converts foreign currency at current posted rates.

Effectively deals with internal and external customers, some of whom may require a high level of patience, tact and diplomacy to defuse anger.  Collects accurate information and resolves conflicts.  Keeps immediate manager promptly and fully informed of any problems, potential safety issues, or unusual situations so prompt corrective action may be taken. Communicates with other departments to fulfill guest needs.

May provide concierge assistance by providing information about services guests may require, such as dining, recreation, entertainment, shopping, business, travel, and hotel amenities. May assist with related reservations.

Resolves guest complaints within scope of authority; otherwise refers the matter to management.  Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.

Notifies management of any problems resulting from guest complaints, intoxication or disruptive behavior.

Follows all safety policies and procedures.  Reports potential safety issues to manager whenever observed and takes immediate action to resolve in emergency situations.  OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety.  Team members will be trained in the proper use and care of assigned PPE if applicable.  The hotel provides the required PPE.  Team member has responsibility to report defective, damaged or lost PPE or equipment that does not fit properly to their Manager.  Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes self with current MSDS.

Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.

Other Responsibilities/Supportive Functions:

Maintain the integrity of the room inventory and optimize room revenue when blocking or rooming guests.

Performs essential functions of Guest Services Agent as needed.

Notifies management of unsafe conditions, needed maintenance of any equipment and any accidents.

Qualifications (relevant experience, education and training):

High school diploma or general education degree (GED); or equivalent combination of education and experience. 

Two or more years related experience and/or training.

Requires ability to lead others in the department by mentoring and providing training that results in staff that meets/exceeds guest expectations and provides a high level of guest satisfaction.

Must have excellent customer service/communication skills to work with guests of various social, cultural, economic and educational backgrounds for the purpose of resolving problems/complaints and providing a high level of guest satisfaction.

Able to use mathematics to solve problems.

Requires ability to use computers programmed with accounting software to record, store and analyze information.

Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Requires attention to detail. Must be able to solve problems and remain calm and alert if dealing with difficult guest, during busy activity periods or in an emergency situation.

Must be able to speak, read, write and understand English to understand instructions, safety rules, and communicate with guests.

Able to work independently with minimal guidance and as part of a team.

Completes all required training as scheduled.

Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends and alternate shifts.

Must maintain a clean and appearance and professional demeanor.

Hotel Viata is an equal opportunity employer. M/F/V/D