The Rooms Division MIT will receive exposure to / and provide support in all aspects of the Rooms operations including Front Office, Guest Experience, Housekeeping, and other duties to assist in the smooth operation of Rooms.
He / she is also responsible for providing attentive, courteous and efficient service to all guests.
Responsibilities
- Respond to all guests' requests, problems, complaints and / or accidents presented at the Front Desk or through reservations, comment cards, letters and / or phone calls, in an attentive, courteous and efficient manner.
- Follow up to ensure guest satisfaction.
- Develop employee morale and ensure training of Front Office personnel and execution of Forbes standards.
- Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count.
Monitor selling status of house daily, i.e. flash report, allowances, close the house as needed, etc.
- Attend daily and monthly Rooms Upselling / Merchandizing meetings.
- Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
- Ensure that no-show revenue is maximized through consistent and accurate billing.
- Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
- Work closely with Accounting on follow-up items, i.e., rejected credit cards, employee cashiering discrepancies, etc.
- Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
- Answer phones as described by Forbes Standards
- Greet and welcome all guests approaching any member of the Front Office team in accordance with Forbes Standards
- Understand hospitality terms.
- Assist in preparation of revenue and occupancy forecasting.
- Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
- Ensure the proper use of communication etiquette within the department.
- Ensure correct and accurate cash handling at the Front Desk.
- Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
- Maintain and monitor "Lost and Found" procedures and policies
- Establish and maintain key control system.
- Ensure participation within department for monthly team meeting.
- Focus the Front Office Department on their role in contributing to the guest satisfaction and audit scores.
- Monitor all V.I.P.'s and special guest requests.
- Maintain required pars of all front office and stationary supplies.
- Supervise housekeeping operation
- Monitor cleanliness of rooms as per Forbes Standards
- Medical, vision and dental insurance
- 401K
- Discounts at other Relais and Chateaux properties around the world
Education & Experience :
- At least 1 year of progressive experience in a hotel or related field preferred.
- College course work in related field helpful.
- Computer knowledge / skills required.
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