Rosewood Hotel Group Trang chủ

OVERVIEW/BASIC FUNCTION

Serves as the property’s Manager on Duty, providing leadership and oversight of all hotel operations throughout the overnight shift to ensure the highest standards of hospitality, service, and safety. Oversees guest service functions, leads the overnight team and contracted staff, manages night audit responsibilities, conducts property patrols, and upholds all fire-life safety and emergency response protocols to support a secure and seamless overnight operation.

RESPONSIBILITIES

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Always maintain positive guest relations
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain complete knowledge of:
  • All hotel features/services, hours of operation.
  • All room types, numbers, layout, decor, appointments and location.
  • All room rates, special packages and promotions.
  • Daily house counts and expected arrivals/departures/VIPs.
  • Restricted dates, rates, and room types 
  • Room availability status for any given day.
  • Scheduled in-house group activities, locations and times.
  • Specific arrangements between hotel and travel agencies, corporate reservations center
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff is knowledgeable on such.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Surveil hotel front entrance and resolve any congested situations.
• Manage check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate pressure 
• Review communication logs and ensure that guest requests are followed up in a timely manner
• Receive guest mail and ensure that it is processed according to hotel procedures.
• Anticipate sold-out situations. Handle overbooked or “walked” guests.
• Ensure that express checkouts are processed through the system.
• Observe guest reactions and confer frequently with staff to ensure guest satisfaction
• Monitor and direct security team to ensure safety for all guests, hotel staff, and property.
• Understand the correct maintenance and use of equipment. Use equipment only as intended.
• Maintain cleanliness, sanitation and organization of assigned work areas.
• Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
• Monitor safe deposits boxes procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
• Ensure security of guestroom/public area access and adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
• Certify that all cashiering procedures comply with Accounting policies and standards:
  • Contracted banks
  • Shortages/overages
  • Late charges
  • Petty cash/paid outs
  • Adjustments
  • Posting charges
  • Making change for guests
  • Cashing personal/travelers checks
  • Payment methods/processing
  • Settling accounts
  • Perform daily night audit
  • Cashier reports
  • Balancing receipts
  • Dropping receipts
  • Securing banks
• Verify previous night's no-shows, verify and ensure billing of such and inform Accounting/ Reservations departments.
• Assist Accounting in researching all disputed charges and contact guests when required to explain disputes regarding Front Desk procedures.

PEOPLE MANAGEMENT

• Monitor the staff’s interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist staff with their job functions to ensure optimum service to guests.
• Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
• Ensure that staff report to work as scheduled. Document any late or absent employees.
• Inspect grooming and attire of staff; rectify any deficiencies.
• Conduct pre-shift meeting and review all information pertinent to the day's business.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Monitor staff performance in all phases of service and job functions. rectify any deficiencies with respective personnel to include all overnight staff members.

OTHERS

While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove, or alter duties when business needs require

REQUIRED SKILLS

• Must be able to perform job functions with attention to detail, speed and accuracy
• Be a clear thinker, remaining calm and resolving problems using good judgment
• Follow directions thoroughly
• Understand a guest’s service needs
• Work cohesively with co-workers as part of a team
• Maintain confidentiality of guest information and pertinent hotel data
• Outstanding leadership and guest relations skills
• Has demonstrated ability to work effectively without supervision, under pressure and make sound effective decisions on behalf of the Hotel.
• Ability to diffuse guest-related situations/emergencies including challenging conflicts
• Must be able to work under high pressure & stress situations during peak periods
• Previous Night Audit experience required
• Is knowledgeable with the safety component of associates & guests during emergencies
• Familiarity with yields management and cost controls
• Direct performance of staff and follow up with corrections when needed
• Input and access information in the property management system/computers/point of sales system.
• Required to speak, read and write English, with fluency in other languages highly preferred
• Must be able to exert physical effort in transporting 40 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods.
• Can comfortably park and drive guest vehicles

QUALIFICATIONS:

• Experience: Minimum two years’ previous hotel Front Office experience in a supervisory position, preferably in a luxury or ultra-luxury hotel. Experience as an Overnight Front Desk Supervisor will be an additional asset.
• Licenses and Certifications: Driver's License
• Education: High school diploma

Brilliantly positioned in the heart of Georgetown along the historic C&O Canal, Rosewood Washington, D.C. provides guests with premium access to the vibrant cultural epicenter of the nation’s capital. The hotel’s 55 rooms, including 12 suites and 6 townhouses, combine traditional refinement with a thoroughly modern sense of sophistication. From plush furnishings to intuitive technology, every element has been thoughtfully considered to create comfortable, residential-style living spaces equally suited to business and leisure travel. Wolfgang Puck takes on Washington. Witness the evolution of his acclaimed culinary concept at CUT D.C., which draws on the region's finest farms and fisheries to showcase the variety of the Mid-Atlantic, as well as CUT Bar and Lounge and CUT Above.