hotel front office supervisor

Grand Central Hotel

We are looking for a Front Office Manager who will oversees the entire front office team, and coordinates the activities of the front desk, reservations, concierge and transport services. He or She will work closely with other departments to resolve issues with guests and maintain the property.Duties and Responsibilities<ul><li>Schedules the front office staff.</li><li>Supervises workload during shifts.</li><li>Maintains working relationships and communicates with all departments.</li><li>Verifies that accurate room status information is maintained and properly communicated.</li><li>Resolves guest problems quickly, efficiently, and courteously.</li><li>Updates group information &amp; FIT bookings. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.</li><li>Conducts regularly scheduled meetings of front office personnel.</li><li>Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count.</li><li>Monitor high balance guest and take appropriate action.</li><li>Ensure implementation of all hotel policies and house rules.</li><li>Ensure that front office staffs are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.</li><li>Review Front office logbook and Guest feedback forms on a daily basis.</li></ul>Skills and Experience<ul><li>3 - 5 years of practical experience in front office position in a hotel in UAE, preferably Dubai</li><li>Good oral and written communication skills</li><li>Strong working knowledge of relevant computer software including MS Office, Opera PMS and payment systems</li><li>Strong presentation and leadership skills and friendly demeanor</li></ul>Job Type: Full-timePay: AED5,000.00 - AED7,000.00 per monthApplication Question(s):<ul><li>Can join immediately</li></ul>Experience:<ul><li>customer service: 3 years (Required)</li><li>hotel: 3 years (Required)</li></ul>Work Location: In person

Front Office Manager

Marriott International

<div>Additional Information 
Job Number26070913 
Job CategoryRooms &amp; Guest Services Operations 
LocationSheikh Zayed Road, Business Bay, Dubai, United Arab Emirates, United Arab Emirates, 121000 
ScheduleFull Time 
Located Remotely?N 
Position Type Management 
<div><div>JOB SUMMARY 
Responsible for all front office functions and staff. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop, as applicable. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. 
CANDIDATE PROFILE 
Education and Experience
<ul><li>High school diploma or GED; 4 years experience in the guest services, front desk, or related professional area.</li></ul>
OR
<ul><li>2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 2 years experience in the guest services, front desk, or related professional area.</li></ul> 
CORE WORK ACTIVITIES 
Leading Guest Services Team
<ul><li>Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.</li></ul>
<ul><li>Encourages and builds mutual trust, respect, and cooperation among team members.</li></ul>
<ul><li>Serves as a role model to demonstrate appropriate behaviors.</li></ul>
<ul><li>Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.</li></ul>
<ul><li>Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.</li></ul>
<ul><li>Ensures recognition of employees is taking place across areas of responsibility.</li></ul>
<ul><li>Communicates performance expectations in accordance with job descriptions for each position and monitors progress.</li></ul>
<ul><li>Celebrates successes and publicly recognizes the contributions of team members.</li></ul> 
Maintaining Guest Services and Front Desk Goals
<ul><li>Achieves and exceeds goals including performance goals, budget goals, team goals, etc.</li></ul>
<ul><li>Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.</li></ul>
<ul><li>Develops specific goals and plans to prioritize, organize, and accomplish your work.</li></ul>
<ul><li>Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.</li></ul>
<ul><li>Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.</li></ul>
<ul><li>Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.</li></ul>
<ul><li>Understands the impact of Front Office operations on the Rooms area and overall property financial goals.</li></ul>
<ul><li>Manages department controllable expenses to achieve or exceed budgeted goals.</li></ul> 
Managing Projects and Policies
<ul><li>Ensures compliance with all Front Office policies, standards and procedures.</li></ul>
<ul><li>Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.</li></ul> 
Ensuring Exceptional Customer Service
<ul><li>Provides services that are above and beyond for customer satisfaction and retention.</li></ul>
<ul><li>Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.</li></ul>
<ul><li>Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.</li></ul>
<ul><li>Acts as the &ldquo;Service Champion&rdquo; for the Front Office and creates a positive atmosphere for guest relations.</li></ul>
<ul><li>Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.</li></ul>
<ul><li>Strives to improve service performance.</li></ul>
<ul><li>Empowers employees to provide excellent customer service.</li></ul>
<ul><li>Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.</li></ul>
<ul><li>Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.</li></ul>
<ul><li>Responds to and handles guest problems and complaints.</li></ul>
<ul><li>Observes service behaviors of employees and provides feedback to individuals and/or managers.</li></ul> 
Managing and Conducting Human Resource Activities
<ul><li>Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.</li></ul>
<ul><li>Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.</li></ul>
<ul><li>Establishes challenging, realistic and obtainable goals to guide operation and performance.</li></ul>
<ul><li>Solicits employee feedback, utilizes an &ldquo;open door&rdquo; policy, and reviews employee satisfaction results to identify and address employee problems or concerns.</li></ul>
<ul><li>Ensures employees are treated fairly and equitably.</li></ul>
<ul><li>Manages employee progressive discipline procedures for Front Office Staff.</li></ul>
<ul><li>Administers the performance appraisal process for direct report managers.</li></ul>
<ul><li>Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.</li></ul> 
Additional Responsibilities
<ul><li>Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.</li></ul>
<ul><li>Analyzes information and evaluating results to choose the best solution and solve problems.</li></ul>
<ul><li>Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.</li></ul>
<ul><li>Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.</li></ul></div><div> 
</div>At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of &ldquo;Wonderful Hospitality. Always.&rdquo; by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that&rsquo;s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you. 
<div>
</div><div>JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you&rsquo;re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand&rsquo;s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you&rsquo;ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That&rsquo;s The JW Treatment&trade;. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.</div></div></div>

<div>Additional Information 
Job Number26070913 
Job CategoryRooms &amp; Guest Services Operations 
LocationSheikh Zayed Road, Business Bay, Dubai, United Arab Emirates, United Arab Emirates, 121000 
ScheduleFull Time 
Located Remotely?N 
Position Type Management 
<div><div>JOB SUMMARY
Responsible for all front office functions and staff. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop, as applicable. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.
CANDIDATE PROFILE
Education and Experience
<ul><li>High school diploma or GED; 4 years experience in the guest services, front desk, or related professional area.</li></ul>
OR
<ul><li>2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 2 years experience in the guest services, front desk, or related professional area.</li></ul>
CORE WORK ACTIVITIES
Leading Guest Services Team
<ul><li>Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.</li></ul>
<ul><li>Encourages and builds mutual trust, respect, and cooperation among team members.</li></ul>
<ul><li>Serves as a role model to demonstrate appropriate behaviors.</li></ul>
<ul><li>Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.</li></ul>
<ul><li>Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.</li></ul>
<ul><li>Ensures recognition of employees is taking place across areas of responsibility.</li></ul>
<ul><li>Communicates performance expectations in accordance with job descriptions for each position and monitors progress.</li></ul>
<ul><li>Celebrates successes and publicly recognizes the contributions of team members.</li></ul>
Maintaining Guest Services and Front Desk Goals
<ul><li>Achieves and exceeds goals including performance goals, budget goals, team goals, etc.</li></ul>
<ul><li>Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.</li></ul>
<ul><li>Develops specific goals and plans to prioritize, organize, and accomplish your work.</li></ul>
<ul><li>Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.</li></ul>
<ul><li>Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.</li></ul>
<ul><li>Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.</li></ul>
<ul><li>Understands the impact of Front Office operations on the Rooms area and overall property financial goals.</li></ul>
<ul><li>Manages department controllable expenses to achieve or exceed budgeted goals.</li></ul>
Managing Projects and Policies
<ul><li>Ensures compliance with all Front Office policies, standards and procedures.</li></ul>
<ul><li>Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.</li></ul>
Ensuring Exceptional Customer Service
<ul><li>Provides services that are above and beyond for customer satisfaction and retention.</li></ul>
<ul><li>Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.</li></ul>
<ul><li>Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.</li></ul>
<ul><li>Acts as the &ldquo;Service Champion&rdquo; for the Front Office and creates a positive atmosphere for guest relations.</li></ul>
<ul><li>Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.</li></ul>
<ul><li>Strives to improve service performance.</li></ul>
<ul><li>Empowers employees to provide excellent customer service.</li></ul>
<ul><li>Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.</li></ul>
<ul><li>Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.</li></ul>
<ul><li>Responds to and handles guest problems and complaints.</li></ul>
<ul><li>Observes service behaviors of employees and provides feedback to individuals and/or managers.</li></ul>
Managing and Conducting Human Resource Activities
<ul><li>Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.</li></ul>
<ul><li>Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.</li></ul>
<ul><li>Establishes challenging, realistic and obtainable goals to guide operation and performance.</li></ul>
<ul><li>Solicits employee feedback, utilizes an &ldquo;open door&rdquo; policy, and reviews employee satisfaction results to identify and address employee problems or concerns.</li></ul>
<ul><li>Ensures employees are treated fairly and equitably.</li></ul>
<ul><li>Manages employee progressive discipline procedures for Front Office Staff.</li></ul>
<ul><li>Administers the performance appraisal process for direct report managers.</li></ul>
<ul><li>Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.</li></ul>
Additional Responsibilities
<ul><li>Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.</li></ul>
<ul><li>Analyzes information and evaluating results to choose the best solution and solve problems.</li></ul>
<ul><li>Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.</li></ul>
<ul><li>Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.</li></ul> 
</div>
<div></div>At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
マリオット・ホテルは、世界中で親しみやすい空間の快適さを維持し、あらゆる機会でイノベーションを起こし、ホスピタリティを向上させるよう努めています。マリオット・ホテルの一員になると、ホストとして「いつも最高のおもてなし」という約束を守るために尽力することが求められます。いつも先を見越した、心のこもった温かいサービスを提供し、今も息づく会社精神を守り、発展させてみませんか。世界でおもてなしの代名詞として知られるマリオット・ホテルの採用情報をぜひご覧ください。マリオット・ホテルに加わると、マリオット・インターナショナルのブランドポートフォリオに加わることになります。最高の仕事をして、目標を達成し、素晴らしいグローバルチームに参加し、最高の自分になることができる場所で働いてみませんか。 
<div>
 
JWマリオットは、世界中の主要都市や個性豊かなリゾート地に100軒を超える美しいホテル/リゾートを展開するマリオット・インターナショナルのラグジュアリーブランドのひとつです。JWマリオットでは、そこで働くアソシエートたちを最優先に考えています。アソシエートの幸せが、お客様の幸せにつながるからです。JWマリオットのアソシエートは、自信にあふれ、革新的で、真摯で、直感力が優れており、ホテル名ともなっているブランド創始者のJ. ウィラード・マリオットの遺した精神を引き継ぐ人材です。JWマリオットでは、コミュニティの一員となって、多様な同僚と真の仲間意識を味わうことができ、他では味わえない仕事体験をすることができます。JWマリオットは、トレーニング、能力開発、表彰の機会を提供し、ホリスティックなウェルビーングに焦点を当てた贅沢な環境で、情熱を追求することができる場所です。私たちは、お客様に特別なおもてなしを提供するには、まずアソシエートのケアが必要だと考えています。それがJW Treatment&trade;です。JWマリオットの一員になると、マリオット・インターナショナルのブランドポートフォリオに加わることになります。最高の仕事をして、目標を達成し、素晴らしいグローバルチームに参加し、最高の自分になることができる場所で働いてみませんか。</div></div></div>

Mgr-Front Office II

six senses

<div>As Front Office Supervisor, I will fully comprehend the vision of Six Senses to help people reconnect with themselves, others and the world around them and our values of local sensitivity and global sensibility, crafted experiences, emotional hospitality, responsible and caring, fun and quirky and pioneering wellness.
Sustainability, Wellness and Out of the Ordinary experiences are at the core of everything we do at Six Senses. I will safeguard these pillars and ensure full knowledge and active participation of all our brand initiatives.<div>
Duties and Responsibilities
 
As Front Office Supervisor, I will assume full responsibility for the efficient operation in the following:
 
<ul><li>Review arrivals and departures to plan for the next day&rsquo;s activities. Coordinate arrivals, departures and billing requirements. Block rooms for arrivals and ensures any discrepancies are resolved.
</li><li>Review daily arrivals and departures to ensure proper handling of Special Guests, VIP Guests and Groups.
</li><li>Ensure rooms are checked prior to guest&rsquo;s check-in to ensure they are clean, properly equipped and in a high standard of maintenance.
</li><li>Implement and maintain guest recognition program.
</li><li>Assist in scheduling, training and providing feedback to Front Office Receptionist.
</li><li>Handle guest feedbacks, inquiries, and comments. Log them and initiate appropriate action and follow up.
</li><li>Ensure all equipment of the department is kept clean and in good working condition.</li><li>Upkeep Six Senses guidelines and standards of service and operation. My performance benchmarks are maintained and exceeded.
</li><li>Strictly adhere to LQA standards and guest comments.</li></ul></div>
Qualifications 
To execute the position of Front Office Supervisor, I must have the required qualifications, technical skills and experience in a similar role in luxury hotels with proven results and includes the following:<ul><li>High school diploma or equivalent and at least 2 years&rsquo; experience in a similar hotel operational setting. Hospitality diploma/degree from a recognized hospitality school is preferred.</li><li>Technical skills include MS Office &ndash; Word, Excel, PowerPoint and Outlook. I am also familiar with various hotel systems including POS, PMS and CRM platforms. I have knowledge of hotel/resort and policies regarding reservations, discounts and detailed procedures in handling local and overseas room bookings.</li><li>I have an excellent command of written and spoken English, and I am able to live in a remote location for extended periods of time and travel on single status.</li></ul>
The above is intended to provide an overview of the role and responsibilities for a Front Office Supervisor at Six Senses Zighy Bay. It is not and does not infer that the above is an inclusive and/or exhaustive list of the duties and responsibilities inherent to the position.
Six Senses Zighy Bay is an equal opportunity employer. This policy applies to all terms and conditions of employment.<div>
<div><div>Six Senses serves as a changemaker and maintains a leadership commitment to community, sustainability, emotional hospitality, wellness, and crafted experiences, infused with a touch of quirkiness. 
</div><div></div> 
<div>Whether an exquisite island resort, mountain retreat, or urban hotel; Six Senses unites a diverse, multinational, and multicultural portfolio of properties. Each host brings to life the values in their own way, while delivering on the brand&rsquo;s vision: to reawaken people&rsquo;s senses so they feel the purpose behind their travels and ultimately reconnect with themselves, others, and the world around them. 
</div><div></div> 
<div>You&rsquo;re about to be the author of this journey that takes you through life&rsquo;s undiscovered passageways, hidden treasures, and meaningful experiences. 
</div><div></div> 
<div>It&rsquo;s a story unlike any other. Out of the ordinary, one could say. A journey across lands and seas, a tale about what it means to connect to the world around us. 
</div><div></div> 
<div>Let the journey begin. 
</div></div></div><div></div> 
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.</div>

Front Office Supervisor- Six Senses Zighy Bay

Rotana Ras Al Khaimah - The Mangroves

<div>
 
 Job Description
 
 
 
 We are currently looking for dynamic, and self motivated Front Office professionals who want to move their careers forward.
 
 
 As a Front Desk Agent you are responsible to provide professional and customer focused service to our guests, ensuring their stay will become a memorable experience and your role will include key responsibilities such as-
 
 
 <ul>
 <li>
 Provide prompt, courteous and efficient service to all guest, so as to achieve a high level of customer satisfaction through personalized service from arrival till departure
 </li>
 <li>
 Ensure guests are personally greeted by name, if known and escorted to their room to make them feel expected and welcomed
 </li>
 <li>
 Conduct in room &amp; hotel familiarization and assist guest in hotel activity enquiries / requests
 </li>
 <li>
 Maintain an up to date knowledge of hotel information and local services, including operating hours, promotions, events, attractions and any allied information to respond to guest queries
 </li>
 <li>
 Maintain an awareness of rate levels to be sold on a daily basis and the occupancy levels
 </li>
 <li>
 Accurately administer Front Desk cashiering standards and comply with all laid down systems, policies and procedures
 </li>
 <li>
 Process accounts from check-in to check-out, ensuring accurate postings of all incidental charges using computerized Front Office systems
 </li>
 <li>
 Maintain the privacy of all guests by ensuring that no details of the guests are disclosed
 </li>
 <li>
 Demonstrate a complete understanding of the hotel&rsquo;s policies, procedures and service standards and have full knowledge of the hotel facilities and happenings
 
 
 </li>
 </ul>
 
 Skills
 
 
 
 
 Education, Qualifications &amp; Experiences
 
 
 
 You should ideally have a degree in hospitality with previous experiences in the Front Office Department within a hotel. Excellent written and verbal English communication skills and knowledge in an additional language, along with strong interpersonal and problem solving abilities are essentials. Computer literate and previous experiences with Opera are an advantage.
 
 
 
 Knowledge &amp; Competencies
 
 
 
 The ideal candidate will be customer driven and an extremely proactive and &lsquo;switched on&rsquo; personality with an outgoing, charismatic and approachable character. You will work well under pressure in a fast paced environment and be a great team player, who thrives in working with a multi-cultural team and guests alike, while possessing following additional competencies-
 
 
 Understanding the Job
 
 
 Taking Responsibility
 
 
 Recognizing Differences
 
 
 Customer Focus
 
 
 Adaptability
 
 
 Teamwork
</div>

Front Desk Agent

Hotel Nikko Guam

INTRODUCTIONThis position is located in the Front Office Division, Rooms Department of Hotel Nikko Guam. The purpose of this position is to assist guests of Hotel Nikko Guam with check-in and check-out, ensuring a seamless transition throughout their stay. The incumbent plays a vital role in creating a welcoming atmosphere, serving guests with warmth and attentiveness while promoting the various services offered by the hotel. They interact with guests in a courteous and friendly manner, whether in-person or over the phone. Responsibilities include providing general information about Hotel Nikko Guam and the beautiful island of Guam, as well as understanding guests' needs and directing them to the appropriate personnel when necessary. This role is crucial to the company's success, as the front desk clerk is often the first point of contact for guests, setting the tone for their overall experience and conveying a positive image of the hotel.In addition to greeting guests, the front desk clerk efficiently manages the check-in and check-out processes, handles phone calls and emails, and offers assistance with any inquiries. They are also responsible for processing payments and maintaining accurate records while coordinating closely with other staff members to ensure a consistently positive guest experience. Key skills required for this position include exceptional communication, strong customer service orientation, and excellent organizational abilities. The ability to multitask and remain composed in a fast-paced environment is essential for success in this role.The incumbent is expected to work with the company team to create an environment for guests designed to stimulate all senses through personalized services, amenities, and experiential offerings. The focus is on delivering the unique &quot;Hotel Nikko Guam&quot; experience for guests by understanding internal and external customers and providing them with excellent products and services.The incumbent must be a team player and an effective leader, able to set examples and foster a climate of cooperation following Brand Guidelines and Core Values of Ease, Escape, and Ensured, thereby providing our guests with the Effortless Eden experience to become repeat guests.DUTIES AND RESPONSIBILITIES<ul><li>Prepare welcome packets and guest registration folios prior to guest arrival, coordinating with reservations staff, travel agents, or supervisors as needed.</li><li>Greet incoming guests with a warm smile, process check-in paperwork through the computer system, and ensure room assignments, key issuances, and payment methods are correctly handled.</li><li>Assist guests at check-out and ensure accurate preparation of their departure paperwork.</li><li>Manage baggage handling, including receiving and delivering messages or mail to guests.</li><li>Coordinate wake-up calls and any additional guest requests with the relevant departments.</li><li>Receive service calls from guests, record the requests, and promptly report them to the Maintenance Department. Follow up to ensure guest satisfaction.</li><li>Provide up-to-date information about hotel activities, outlets, special promotions, bus schedules, taxi information, and optional tours.</li><li>Address guest complaints and refer sensitive situations to the manager on duty when necessary.</li><li>Operate the foreign exchange counter, ensuring daily currency values are accounted for via the Accounting Department.</li><li>Handle lost and found items, promptly reporting such incidents to the Security Division and coordinating with Security and Housekeeping on guest inquiries.</li><li>Process payments from guests, whether in cash, credit cards, or vouchers, and ensure transparency in billing all items.</li><li>Complete deposits and cash reports, securing them in designated areas at the end of each shift, including dropping cash deposits in the hotel safe.</li><li>Check rooms as needed and assist guests with room changes.</li><li>Generate reports when required and inform the manager of discrepancies or special situations.</li><li>Maintain an organized filing system to support efficient operations.</li><li>Adhere to the policies and procedures of the Rooms Department and Hotel Nikko Guam, including strict cash reporting practices.</li><li>Manage incoming calls, operating the PBX system to provide accurate details regarding hotel facilities, rates, and amenities.</li><li>Handle incoming mail and direct calls to the appropriate department, oversee fax operations and the voicemail system, and assist guests with message retrieval.</li><li>Serve as a role model by adhering to company rules and regulations and inspiring fellow staff members through exemplary conduct.</li><li>Deliver positive first impressions through consistent greetings and assistance with guest inquiries and requests.</li><li>Manage reservations, including taking new bookings, modifying existing ones, and confirming details with guests.</li><li>Maintain the cleanliness and organization of the front desk area, ensuring it is stocked with necessary supplies.</li><li>Exhibit excellent communication and interpersonal skills to enhance guest experiences.</li><li>Demonstrate the ability to manage multiple tasks effectively while maintaining accurate records.</li><li>Exhibit proficiency in reservation systems, email, and relevant software to enhance operational efficiency.</li><li>Collaborate seamlessly with other staff members for smooth overall operations.</li><li>Perform other reasonable job duties as requested.</li><li>Develop and maintain positive working relationships with others and support team to reach common goals.</li><li>Maintain cleanliness of work areas, and ensure the safety of staff. Report all safety hazards.</li><li>Maintain neat, clean, and well-groomed appearance per hotel standards.</li><li>Perform additional duties as assigned in support of the department or hotel-related functions or events.</li></ul>SUPERVISORY CONTROLSThis position works under the direct supervision of the Duty Manager. May be assigned tasks by the Senior Duty Manager, Assistant Front Office Manager, or the Director of Rooms. Tasks are performed with some supervision. Unusual situations are referred to the supervisor or manager on duty, for action.KNOWLEDGE, SKILLS AND ABILITIES<ul><li>A foundational knowledge of hotel management principles, booking processes, and local tourism dynamics is essential. This includes familiarity with various services offered, department functions, and how to effectively contribute to a seamless guest experience.</li><li>A Front Desk Clerk must possess basic to intermediate computer skills to efficiently check in and out guests, create invoices, manage online bookings, and navigate property management systems. Familiarity with software for processing payments and generating reports is also beneficial.</li><li>Strong verbal and nonverbal communication skills are crucial for interacting with guests and team members. The ability to engage in active listening will help in accurately addressing individual guest needs, while nonverbal cues can assist in gauging guest satisfaction and comfort levels.</li><li>Excellent customer service skills are vital when assisting guests during check-in, check-out, and answering inquiries at the front desk. This includes demonstrating courtesy, empathy, and professionalism at all times to create a positive first impression and resolve any issues promptly.</li><li>The ability to identify and resolve guest issues is key. A successful Front Desk Clerk will be adept at assessing situations, brainstorming solutions, and implementing effective resolutions to enhance the guest experience.</li><li>Maintaining a well-groomed and professional appearance is essential, as it reflects the hotel's commitment to quality service and contributes to a welcoming environment for guests.</li><li>The capacity to learn on the job and adapt to changing situations is vital. A willingness to take on new responsibilities and enhance skills further supports both personal growth and operational excellence.</li><li>Building rapport with guests and establishing a friendly, welcoming atmosphere is important. This skill reinforces relationships and encourages repeat visits, benefitting the hotel's reputation and success.</li></ul>&middot; Proficient in English communication, both verbal and written, with strong reading and document interpretation skills.&middot; Knowledge of telephone etiquette and hospitality-oriented customer service.&middot; Ability to engage with guests, staff, and community members in a friendly, respectful, and professional manner, demonstrating confidence when interacting with individuals from diverse backgrounds.&middot; Familiarity with correspondence formats, spelling, grammar, punctuation, and organizational procedures.&middot; Competent in performing mathematical operations with various units of measure.&middot; Responsible for personal actions and accountable for team members&rsquo; conduct.&middot; Capacity to memorize, recall, and quickly retrieve important data such as dates, names, and times.&middot; Participation in departmental and hotel-wide meetings, including external engagements, as necessary, along with attending required training sessions.&middot; Ability to motivate and mentor the team to achieve desired outcomes while coordinating effectively with other departments.&middot; Strong leadership skills, able to lead by example and collaborate within a team environment or work independently without direct supervision.&middot; Resourceful, creative, and efficient, demonstrating sound judgment in handling routine matters.&middot; Maintain confidentiality and ethical standards, being discreet with sensitive information pertaining to staff and guests.&middot; Knowledge of standard operating procedures and policies at Hotel Nikko Guam, with the capability to follow and enforce company protocols.&middot; Proficient in operating office equipment, Microsoft Office (Word, Excel, Outlook), and strong typing skills.&middot; Basic computer skills to efficiently access, input, analyze, and retrieve information from systems for daily operations.&middot; Physical capability to move efficiently throughout the hotel, including reaching other departments as needed.&middot; Ability to perform various physical tasks, such as sitting, walking, standing, bending, lifting, and grasping.&middot; Strong multitasking abilities, meeting deadlines, maintaining focus and attention to detail while demonstrating speed in task completion.&middot; Maintain composure when dealing with difficult situations or individuals, including co-workers, superiors, and vendors.&middot; Flexibility to work various shifts, including nights, weekends, and holidays, as required, even in adverse conditions.&middot; A reliable and dependable attitude, with a commitment to punctuality.&middot; Maintain a friendly and professional demeanor, ensuring a neat appearance to uphold the positive image of Hotel Nikko Guam.&middot; Effective problem-solving skills coupled with strong organizational, time management, and interpersonal skills.&middot; Comprehensive understanding of Hotel Nikko Guam's Code of Ethics and Business Conduct.<ul><li>Basic knowledge of Guam Public Health rules and regulations concerning sanitation.</li><li>Basic knowledge of OSHA, ADA &amp; EPA regulations regarding safety requirements.</li><li>Basic knowledge of local and federal employment/labor laws and employment regulations regarding Fair Employment Practices, including wages, discrimination, harassment, and sexual harassment, i.e., FLSA, EEO, FEP, FMLA, ADA, PWFA, FCHPA, USERRA, etc.</li></ul>PHYSICAL DEMANDS AND WORK ENVIRONMENT<ul><li>The majority of tasks are performed indoors in a temperature-regulated environment. While sitting is limited to about 10% of the workday, employees may take up to an hour to sit when needed.</li><li>Approximately 90% of the work involves standing or engaging in non-seated activities. These include moving between work areas, filing, and assisting guests with check-in and check-out. Employees may need to walk, lift, reach, bend, stoop, push, pull, and grasp various items, with the duration of these tasks varying daily.</li><li>Strong communication skills are essential, as verbal and auditory interactions with guests, co-workers, and management are constant. Visual acuity is also critical, requiring near vision, color vision, and depth perception.</li><li>Working in an office setting characterized by moderate noise levels, front desk clerks face a balance of physical and mental demands. Although sitting is limited, when clerks do sit, it is typically while working at a computer or completing paperwork.</li><li>Mental challenges include managing multiple tasks, fielding customer inquiries, and resolving conflicts.</li><li>Clerks may occasionally lift or carry items such as files or supplies, usually weighing under 10 pounds, with some items occasionally reaching up to 25 pounds.</li><li>Mobility in the front desk area is required to greet guests, answer phones, and complete various tasks.</li><li>Good manual dexterity is crucial for typing on a computer keyboard, handling paperwork, and operating office equipment.</li><li>Clerks must also have keen vision to read small print and work with screens.</li><li>Some roles may necessitate bending, stooping, reaching, and kneeling.</li><li>Most clerks work in visible, accessible indoor environments for guests and staff, with the setting being generally quiet to moderately busy. However, it may become noisy or distracting during peak hours.</li><li>Front desk clerks often face stressful situations, such as handling difficult customers or managing multiple requests simultaneously.</li><li>Interaction with guests, clients, and colleagues is frequent, both in-person and through phone or email communication.</li><li>Certain front desk positions may require work during evenings, weekends, or holidays based on business needs.</li></ul>REQUIREMENTS<ul><li>University or College Graduate; or</li><li>High School Graduate (Diploma) with a minimum of six (6) months of clerical or hospitality experience; or</li><li>A combination of education, experience, and training that meets the knowledge, skills, and abilities of this position.</li></ul>Note: This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. The physical demands, knowledge, skills and abilities required of the job as described here are representative of those that may be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations and adjustments may be made to enable individual with disabilities to perform the essential functions. This Job Description may change, or new ones may be assigned at any time with or without notice.This job description supersedes any written prior to 31 December 2023.Pay: From $9.25 per hourBenefits:<ul><li>401(k)</li><li>Dental insurance</li><li>Employee assistance program</li><li>Employee discount</li><li>Flexible schedule</li><li>Food provided</li><li>Free parking</li><li>Health insurance</li><li>Life insurance</li><li>Paid jury duty</li><li>Referral program</li><li>Retirement plan</li><li>Tuition reimbursement</li><li>Vision insurance</li></ul>Work Location: In person

Hotel Nikko Guam - Front Desk Clerk (Part Time or Full Time Status)

Anantara Hotels & Resorts

<div>
 
 Company Description
 
 
 
 A luxury hospitality brand for modern travellers, Anantara connects guests to genuine places, people and stories through personal experiences and providing heartfelt hospitality in the world&rsquo;s most exciting destinations. From pristine islands and tropical beaches to cosmopolitan cities, tranquil deserts and lush jungles, Anantara welcomes guests for journeys rich in discovery.
 
 
 
 Job Description
 
 
 
 
 WHY THIS JOB EXISTS
 
 
 
 To serve the needs of the business, our guests and our colleagues by maintaining the effectiveness of the day-to-day guest service operations, enhancing guest experience by being one of the key points of contact for guest interaction in the resort.
 
 
 At Anantara, we are proud to represent our resort and our country to guests from all over the world. We treat our guests and our colleagues with respect and work hard together to deliver the highest quality of service to all.
 
 
 
 Key Duties And Responsibilities
 
 
 
 Please note that this is not an exhaustive list of everything that needs to be done. Anantara employees always find new ways to look after the business, their guests, and their colleagues. Within this, the key responsibilities for this position are:
 
 
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 Clearly understands the concept of guest services center being the one point of contact for guests.
 </li>
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 Ensures adherence to:
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 </ul>
 <ul>
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 Proper and prompt handling of calls
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 Message handling
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 Compliance with request as per SOP
 </li>
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 Usage of standard phraseology
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 Taking Invilla dining orders
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 Handling seaplane and domestic bookings
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 Ensures adherence to duty roster and is punctual.
 </li>
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 Ensures that work areas, PABX are properly maintained and cleaned.
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 Is updated of VIP/RSVP etc. and repeat guest list.
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 Performs duties of guest services when necessary.
 </li>
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 Maintains order in guest service center area and provides communications facilities in case of emergency, during emergencies handles all communications until ordered to leave the premises by a superior except in case of imminent personnel danger.
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 Is aware of all the characteristics of the resort, the names, positions and responsibilities of each division head and department head, the extension numbers and the use, location of equipment.
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 Ensures that traffic sheet for telephone / fax are correct before sending to the accounting dept.
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 Ensures immediate transmission of invoices to the cashiers / front desk.
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 Has complete knowledge of the resort and services, including villa types, rates, relative features and facilities, food and beverage outlets and promotions, spa and health club, and other properties. (Especially the competition).
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 Ensure to have all the F &amp; B, Spa, activities menu and other information&rsquo;s for quick referral to guest enquires.
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 Ensures that all guest requests are channelled correctly and followed upon effectively.
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 Conducts courtesy calls for all in-house guests.
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 Is able to route all incoming calls quickly and efficiently without keeping the caller waiting.
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 Completes all other shift duties as outlined on shift checklist.
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 Assists in all the other areas of Front office as and when necessary.
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 Is proactive and innovative, suggesting alternatives that meet guest needs in enjoying their Anantara experience.
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 Maintains knowledge and abiding by all Company Policies in relation to Front Office e.g. Refunds and Cancellations and ensuring they are correctly communicated to guests if required.
 </li>
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 Handle Food and Beverage order efficiently and ensure to upsell.
 </li>
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 Facilitate all guest maintenance requests and other relevant communication to the other department through FCS.
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 Send top 10 issues to GM secretary reported on the month to identify the issues and to take necessary action to prevent them.
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 Develops and maintains a close and harmonious working relationship with all hotel departments.
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 Participates in training programs for the Front Office Department as scheduled.
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 Possesses a positive upbeat personality with a desire to deliver outstanding customer service to our guests. Team members must multi &ndash; task, be detail oriented, and be able to problem solve in order to effectively deal with internal and external customers.
 </li>
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 Ensures that all correspondence is processed within the set times and handled correctly according to the procedures.
 </li>
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 Ensure to arrange guest transfers schedule on daily basis and circulate to all relevant departments.
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 Reports and maintains accurate records with documents on incidents occurring at the resort and keeps superior briefed at all times.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
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 College diploma in hotel management or related field.
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 Previous experience as an Guest Service Centre Supervisor in Front Office.
 </li>
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 Excellent oral communication skills.
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 <li>
 Experience with Front Office systems.
 </li>
 <li>
 Fluent in English, both written and spoken.
 </li>
 </ul>
 </ul>
</div>

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