About The Position
As the Front Office Learning & Quality Specialist, you will develop, deliver, and evaluate training programs/applications, curricula and corresponding materials and programs for all levels of Front Office colleagues including all Front Office Departments. Consult with key department contacts to identify performance gaps and training issues, which impact individual and group performance.
Requirements
- High School diploma or equivalent
- Three years front office/guest relations experience including supervisory training/experience
- Must speak fluent English
Nice To Haves
- Some college preferred
- Other languages preferred
Responsibilities
- Assist in supervising the front desk function; ensure staff is properly trained including service expectations, hotel facilities and services, local directions, property management and reservations systems, safety and emergency procedures, etc.
- Monitor performance and recommend corrective or disciplinary action. Alert management of potentially serious issues.
- Up-sell rooms where possible to maximize hotel revenue.
- Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier or other reports, preparing deposit, and counting/securing assigned bank.
- Routinely check in/check-out guests, answer phones, take reservations and assist staff with job functions. May be responsible for issuing safe-deposit boxes to guest and ensuring the security of keys.
- Promote hotel services, facilities and outlets; provide guests with information such as local attractions and directions to increase guest satisfaction.
- Complete opening and closing shift duties, and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
- Respond appropriately to guest complaints. Make appropriate service recovery gestures in accordance with established guidelines.
- Promote teamwork and quality service through daily communication and coordination with other departments.
- Perform other duties as assigned which may include guest room tours, concierge services, special guest requests, etc.)
- Perform other duties as assigned.
Benefits
- paid time off
- medical/dental/vision insurance
- 401(k)
- hotel discounts worldwide
- access to a wide variety of discount programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
