Concierge

OVERVIEW/BASIC FUNCTION: Responsible for the completion of all Front Desk functions in accordance with hotel and brand standards.

RESPONSIBILITIES: Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

Ensure that standards are maintained at a superior level on a daily basis.

Maintain complete knowledge at all times of: All hotel features/services, hours of operation.

All room types, numbers, layout, dcor, 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.

All hotel and departmental policies and procedures.

Meet with departing associates to review business status and follow up items.

Access a function of computer system according to established procedures and standards.

Monitor and ensure that Front Desk areas are 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, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.

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

Interact with guests, ensuring prompt and courteous service.

Observe guest reactions and confer frequently with staff to ensure guest satisfaction.

Anticipate guests' needs, respond promptly and acknowledge all guests.

Promote positive guest relations at all times.

Monitor and ensure that all cashiering procedure comply with Accounting policies and standards: Contracted banks Shortages/overages Late charges Petty cash/paid outs Adjustments Posting charges Making change for guests Cashing personal/travelers checks for guest Payment methods/processing at check-in Settling accounts Closing reports Cashier reports Balancing receipts Dropping receipts of daily work Securing banks at all times Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.

Review the arrival report for accuracy and completeness.

Ensure that all VIPs are pre-registered according to standards.

Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.

Print special request report, comments, and traces and block according to specifications.

Print credit check report and review status of each account.

Follow up on accounts beyond approved credit limits.

Review resumes for arriving groups; check-in/pre-registration procedures.

Coordinate delivery time of amenities with Room Service, ensuring timely delivery.

Review requests for late checkouts and approve according to occupancy.

Communicate to Housekeeping.

Review all out-of-order rooms daily with respective departments to determine...