Manage front desk operations by completing a checklist of important daily tasks determining room and rate availability and making decisions that are in the best interest of the hotel. Assist Guest Service Agents, Operators, Reservation Agents, Bell Attendants and other departments with any questions or requests.
• Resolve customer complaints by conducting thorough research of the situation and the most effective resolution. Authorize revenue allowances to remedy problems only after alternative solutions have been offered.
• Prepare and conduct daily pre-shift meetings, communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance with Doubletree by Hilton Standards.
• Monitor performance of staff with performance evaluations and discipline issues.
• Make recommendations for training related issues when inconsistencies develop at the Front Desk.
• Perform other duties as assigned by Duty Manager.
• Complete daily checklists of duties, to assure that appropriate reports are filed, and use analysis and judgment skills when preparing room discrepancy report.
• Pre Register all VIP’s and Hilton Honors Reservations so that the rooms may be inspected, and at the same time to ensure amenities are delivered to the correct rooms.
• Transmit daily Honors and airline bonus mileage accounts.
• Prepare daily forecast of expected arrivals and departures using analysis and judgment skills.
• Operation of office equipment such as facsimile and photocopier as needed.
• Respond promptly to guest requests for a supervisor of manager
