POSITION PURPOSEOversee the daily operations of the Front Desk Department and Guest Service areas. Ensure that front desk and communications meet hotel standards for maximum guest satisfaction. Act as the main contact for guests and other hotel departments.ESSENTIAL RESPONSIBILITIESEnsure efficient guest registration, check out and telephone service. Observe front desk agents and ensure that established procedures are completed in accordance with policy and procedure, i.e., proper public relations techniques are utilized, guests are handled both courteously and professionally, proper identification and credit are established and all posting, cash transactions, account settlements and deposits are handled correctly.Maximizes hotel revenues through up-sell program, 95% occupancy strategies parking revenues by ensuring proper ticket accountability and cash handling procedures.Observe the front desk and Guest Services areas and ensure that all staff duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, guest requests are handled both courteously and professionally, guests are helped on a timely basis and the proper greetings are used, guests are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner, and ensure follow through. GSI, guest comments (via third party sites, comments card etc.) will be used to measure guest satisfaction.Direct and train staff. Assist in new-hire and on-going training. Direct and assist front desk staff and telecommunications in organizing breaks, ensuring that all work is completed efficiently and according to schedule.Participate in the hiring process of new staff members. Assist with the preparation of Staff Member Transaction Forms, performance appraisals, and any Staff Service forms as appropriate.Review current days expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment. Review the daily room availability and inform staff. Check status of departures on a daily basis. Relay all pertinent information to front desk agents, telecommunications, the following shift supervisor, and the Front Desk Manager.Ensure proper staffing levels based on hotel demand and all necessary reports and forms are completed daily.Oversee sales and operations of Guest Services areas ensuring service excellence, proper inventories and accurate account of sales and cleanliness standards are met and overall appearance.Be familiar with all company policies and benefits.PHYSICAL DEMANDSEnvironmental conditions are inside, a job is considered inside if staff spends approximately 75 percent or more of the time inside. Temperature is moderate and controlled by hotel environmental systems.Must be able to sit at a desk for up to four (4) hours per day. Walking and standing are required the rest of the working day. Length of time of these tasks may vary from day to day and task to task.Must be able to stand and exert well-paced mobility for up to four (4) hours in length.Must be able to exert well-paced ability to maneuver between functions occurring simultaneously.Must be able to exert well-paced ability in limited space and to reach other departments of the hotel on a timely basis.Must be able to lift up to 75 lbs. occasionally.Must be able to push and pull carts and equipment weighing up to 250 lbs. occasionally.Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.Vision occurs continuously with the most common visual functions being those of near and color vision and depth perception.Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks occasionally.Requires manual dexterity to use and operate all necessary equipment.Ability to work primarily with fingers to pick, pinch, type and carry out substantial movements (motions) of the wrists and hands as well.Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.SUPPORTIVE FUNCTIONSIn addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:Assist with any guest inquiry.Welcome and acknowledge all guests according to company standards and anticipate and address guests service needs. Speak with others using clear and professional language.Follow all company and safety and security policies and procedures.Report maintenance problems, safety hazards, accidents, or injuries.Complete safety training and certifications.Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets.Develop and maintain positive working relationships with others and listen and respond appropriately to the concerns of other employees.Ensure adherence to quality expectations and standards; and identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.Perform other reasonable job duties as requested by direct and indirect Supervisors.SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIESThe individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:Must be able to speak, read, write and understand the primary language used in the workplace.Must be able to read and write to facilitate the communication process.Requires good communication skills, both verbal and written.Considerable knowledge of complex mathematical calculations and computer accounting programs. Budgetary analysis capabilities required.Extensive knowledge of the hotel, its services and facilities.Must have excellent leadership capability and customer relations skills. Most tasks are performed in a team environment with the staff member acting as a team leader. There is minimal direct supervision.Must be detail oriented with outstanding organizational and communication skills.Must possess basic computational ability.Must possess basic computer skills.Knowledge of computer accounting programs, math skills as well as budgetary analysis capabilities required.Ability to analyze, forecast data, and make judgments to ensure proper payroll and production control.Ability to supervise large staff and accomplish goals on a timely basis.Ability to effectively deal with internal and external customers some of whom will require high levels of patience, tact and diplomacy and collect accurate information to resolve conflicts.Thorough knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their state and local analogues (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA.EDUCATIONHigh School diploma or equivalent required.EXPERIENCEFront desk operations experience required.Knowledgeable of loyalty programs, brand standards and hospitality industry systems preferred.LICENSES OR CERTIFICATIONSAbility to provide and maintain a valid drivers license as the position may require the operation of motorized and electric vehicles.GROOMINGAll Staff Members must maintain a neat, clean and well-groomed appearance per Azul Hospitality standards. Refer to the property specific required grooming and uniform standards policy.ATTENDANCERegular attendance in conformance with the standards, which may be established by Azul Hospitality, from time to time, is essential to the successful performance of this position. Staff with irregular attendance / tardiness will be subject to disciplinary action, up to and including termination of employment. Upon employment, all staff is required to fully comply with Azul Hospitality rules and regulations for the safe and effective operation of the hotels facilities. Staff members who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, staff members may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.Qualifications