Job Description:

Job Summary: Primarily supervises Guest Relations Specialists and Front office team members to ensure efficient and smooth operations for producing excellent feedbacks and guest satisfaction. Coordinate all aspects of the guest experience by becoming the initial point of contact. Engages with each individual with ease and ensures all guests are courteously, cordially, and efficiently handled while complying with quality assurance expectations and standards.

Responds in a professional and courteous manner to guests by providing accurate and timely information and services

Primary Duties:

• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.

• Allocate rooms to VIP expected arrivals after checking the guest's preferences and special requests.

• Advise your shift team of any special events, VIP Guests in the hotel that day, or issues that need to be addressed on a daily basis.

• Lobby duty (greeting & engaging guests)

• Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with special requests, and thank guests with genuine appreciation.
• Facilitate customized welcome for ALL members as well as VIP clients
• Act as point of contact for all VIP and ALL members during their visit at the hotel
• Be a champion of Cousu Main in the hotel
• Attend, help, and participate in all meetings prescribed by Director of Front Office
• Ensure guest receives a fond farewell including inviting them back.
• Handle any additional responsibilities given by the Manager.
• Able to maintain control and composure in difficult situations.
• Able to exhibit a positive and welcoming attitude at all times
• At all times engage hotel guests to enhance the service experience taking ownership of the situation and contacting appropriate individual or department (e.g., Housekeeping, Food & Beverage Manager) as necessary to resolve guest call, request, or problem.
• Smile and maintain an upbeat persona at all times when interacting with the guests
• Maintain complete working knowledge of: daily house-count, arrivals/departures, V.I.P.'s, scheduled in-house, group names, group contacts, activities, locations, and times as well as special requests/arrangements.
• Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees.

• Communicate efficiently with housekeeping to ensure that rooms are coming back as inspected before check in time.

• Check-in & Check-out hotel guests (verify credit card & identification, secure payment and obtain signed registration card)

• Maintain Guest confidentiality and security at all times

• Ensure guest methods of payment are in good standing at all times

• Engage guests in public area to direct and answer questions.

• Exude a professional and luxury demeanor at all times

Secondary Duties:

• PBX phone operations

• Room Service order taking and placing on Silverware

• Maintaining the Hotel Business center

• Concierge services

• Assist guest with directions and information in the area

• Assist in keeping public areas tidy at all times

• Promote and enroll guests into our Loyalty program "Le Club"

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Knowledge, skills and experience required:

• Front Desk, Hospitality or Customer Service

• Fluent English Language

• Knowledge of the Luxury Environment

• Experience with a Hotel Operating System

• MS word, excel

• Ability to type at least 60 wpm

• Able to stand at least 8 hours a day

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