* Provide the highest quality of service to the guest at all times and anticipate and exceed guest expectations. Know and live the mission and the White Lodging/brand basics. Understand the White Lodging Way. * Assist Front Desk leaders with credit report and follow-up. * Ensure proper handling of airline contract rooms (where applicable). * Set up, process and finalize room blocking. * Prepare Express Check-ins. * Check trace file for arriving groups. * Interact with Sales Managers regarding the proper handling of their groups. * Interact with Housekeeping regarding VIP arrivals and expediting rooms. * Run necessary reports for shift. * Set up mailbox arrivals. * Check and verify reasons for all rooms out of service for maintenance. * Always answer telephone within three rings with a smile and answer calls using good listening and communications skills to secure the information necessary to ensure the guest has an excellent stay. * Check house count and establish selling position with shift manager; keep current throughout shift. * Pre-block special requests, packages, VIP, Frequent Stay suites, and members (Marriott Rewards, Hyatt Passport, Hilton Honors, etc.). * Ensure all guaranteed room types and special requests are met. * Prepare coupons and other amenities for guests on special package rates. * Follow correct check-in/check-out procedures for all guests. * Ensure resume information is correct and set up correctly in PMS. * Be able to properly operate and explain TDD operation for guests. * When applicable, take same day reservations at desk. Know cancellation policies and walk procedures. * Ensure that all pre-registration and key packeting needs are met. * Ensure that the requirements for daily check lists are met. * Process and research Guaranteed No-Shows related to groups. Advise member of the Front Office leadership team how to handle such no-shows. Inform sales/event management of no shows. * Handle special event booking as assigned by management, including blocking, deposits, and tracking procedures. * Reinforce the suite booking process. * Communicate information accurately. * Have knowledge of room locations, types, building layout, and hours of operations. * Ensure security and confidentiality of all guest and hotel information and material. * Report maintenance issues. * Maintain a clean and orderly work area in accordance with hotel standards. Complete daily/weekly cleaning schedule. * Participate in daily preshift. * Utilize property Service Recovery/Defect Tracking processes. * Report unsafe conditions and suspicious activity to Loss Prevention/Management. * Practice safety standards at all times and keep the property safe for guests and fellow associates. Use wet floor signs as needed. Use personal protective equipment. * Communicate properly and effectively with the guest, associates and managers. Effectively respond to guest complaints. * Promote teamwork and associate morale. * Maintain knowledge of hotel property, hotel staff, hotel services, hotel service hours of operation, and hotel surroundings (i.e. mall, restaurants). * Follow proper key control procedures. * Perform other duties as assigned
|