Essential Duties and Responsibilities:
Assists with the recruitment, hiring and training of incoming front desk, housekeeping and other property staff level employees.
Ensures that each employee receives proper training in the areas of customer satisfaction, reservation accuracy and selling techniques that will benefit the profitability of the company. Follows up with front desk staff coaching, rewarding, providing corrective action and providing feedback on terminations. Termination must be approved by HR and the General Manager.
Performs all major front desk duties effectively and efficiently, leading by example in terms of uniform compliance, processes and procedures outlined in both the Legacy Hotel Group handbook as well as the Brand Standards Operations Guide.
Utilize effective team-building techniques to encourage open communication between fellow staff members and management.
Provides excellent customer service and communications including assisting with response to guest surveys, face-to-face encounters and those of other staff.
Makes the front desk schedule at least one week in advance, including to self to cover shifts to provide as much management coverage during the week as possible. Schedule should include weekend, evening and high demand times as required for IGO/Brand Standards of MOD coverage, also including some holidays and filling in for illnesses, no-shows or terminated employees with little to no notice.
Must be available for on-call duties as scheduled with General Manager so working staff have access to management to ensure hotel safety, operations and profitability.
Assists in booking groups, corporate accounts and meeting room space as well as managing blocks and drawing up contracts as necessary.
Assists in processing payments to direct bill accounts, bank deposits and change orders.
Assists with the oversight of the Housekeeping/Laundry department along with the Head Housekeeper to ensure procedures are being followed as needed and to enhance the relationship between the desk and other departments.
Trained on all day-to-day operations of the property including but not limited to: cash sheets, flash reports, payroll, RFP’s, budgeting, direct bill, AP and work comp.
May be asked to do some outside sales to increase corporate client base through consistent solicitation while establishing relationships with clients to generate and boost revenues for hotel.
Maintains contact with new and existing accounts to ensure repeat business.
Assists with monthly inventory and prepares and orders supplies and equipment.
Other duties may be assigned.