Provides support for the Housekeeping Room Attendants, Houseman, Supervisors and Management team by coordinating all of the daily work assignments and guest requests of the daily operation.
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75 |
% |
Monitor daily room assignments and unassigned rooms, ensuring that all VIP, site rooms, room changes and pending rooms are completed in a timely manner and communicated to the Front Office/Housekeeping Management. |
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15 |
% |
Daily duties will consist of preparing and distribution of assignments, checklists and reports for Room Attendants, Supervisors, and Housemen, updating the white board with pertinent information for the day, preparing the next day’s daily, and recording attendancefor the department. |
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10 |
% |
Ensure all necessary supplies are available at the coordinator desk and all daily/weekly and monthly paperwork is filed and stored correctly. Tracking of Mr. Perfect inspection program scores. Enter work tickets into Synergy.
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ESSENTIAL FRONT OFFICE FUNCTIONS
- Prepare and conduct daily pre-shift meetings, communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance with Hilton standards.
- Manage front desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel. Assist Guest Service Agents, Operators, Reservation Agents, Bell Attendants and other departments with any questions or requests.
- Resolve customer complaints by conducting thorough research of the situation and the most effective resolution. Authorize revenue allowances to remedy problems only after alternative solutions have been offered.
- Assist Tour Coordinator with tours when needed. Block rooms, make key packets / registration cards, cut keys, prepare meal coupons and balance tours.
- Coordinating with Housekeeping and Engineering the blocking of rooms, placing rooms out of order, and changing rooms based on hotel’s demands.
- Pre-registering airline reservations to appropriate rooms.
- Ensure that rates, comments, special/guest requests are set-up correctly. Ensure routing, prepare daily reports, and no-shows are processed according the event manager.
- Assign and instruct Guest Service Agents, Operators and Bell Attendants in details of work. Observe performance and encourage improvement. Monitor lobby traffic to make staffing adjustments accordingly.
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
The 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.
- Ability to read and write basic English in order to complete necessary reports and understand information from hotel, regional or corporate offices.
- Ability to communicate effectively and pleasantly in English with guests and staff.
- Ability to grasp, lift, carry or otherwise move materials weighing up to 20 lbs.
- Ability to move throughout the building, bend, stoop and reach to assist other staff members, i.e., room attendants, housepersons, and managers to complete their individual tasks if situation demands.
QUALIFICATION STANDARDS
EDUCATION
High School graduate or equivalent required.
EXPERIENCE
Housekeeping experience in rooms division/public areas preferred.
GROOMING
All team members must maintain a neat, clean and well-groomed appearance (specific standards available).
OTHER
Additional language skills preferred.