Rosewood Hotel Group 主页

Position Summary

To assist the Front Office Management team to administer the functions of the Front Office with

primary responsibility night audit and ensuring that procedures and policies are followed according

to the criteria set by the Hotel under the overall direction of the Front Office Manager.

Essential Functions

• Acts with full authority within his/her scope to deliver customer service in the Front Office arena that adheres to Rosewood Tucker’s Point policies and procedures.
• Review point of sale systems for outstanding items. Transaction reconciliation, post or correct as necessary.
• Reconcile Daily posting for POS and PMS
• Investigate Daily variances. Make corrections and adjustments as required.
• Review each hotel guest folio nightly for corrections, adjustments, transfer or errors.
• Daily hotel folios should be fully audited and prepared for review or checkout. Particular care must be given to ensure packages are correctly posted.
• Ensure all outlet charges are properly posted to hotel and PRC guest folios and to member accounts.
• Ensure there are no “checked out with balances” in rooms or food & beverage postings.
• Communicate effectively with Accounts Managers on issues and concerns.
• Run required property management and point of sale system reports for day’s close of business.
• Close out the systems for prior day’s business.
• Open subsequent system date.
• Balance and settle all credit cards by outlet.
• Is fully conversant in the hotel’s Emergency plans and to understand the role of all Front Office departments in all scenarios including but not limited to fire, storm, hurricane, evacuation and first aid procedures.
• Ensures that the PMS Guest database is populated and kept accurate for returning guest needs.
• Is fully conversant with all future and in-house groups to ensure that all details are executed as planned.
• Provides assistance to Conference Services as a dependable point of contact for all group leaders.
• Reviews future arrivals on a daily basis.
• Monitors and takes action on all items listed in the GSM Daily report in order to ensure total guest satisfaction.
• Assesses guest complaints/problems taking proper, prompt, and effective corrective action to ensure the best possible satisfaction to our guests.
• Assures rooms are inspected, keys are in packets, and all needs are met for the arrival of VIP’s and special guests.
• Prepares and distributes the Rosewood Daily Review by the prescribed time.
• Updates the daily Front Office Communications PowerPoint.
• Monitors Front Desk, Concierge, & PBX work to assure proper procedures and handling has occurred, and deficiencies are promptly corrected.
• Conducts Daily Reviews for am shift.

Supportive Functions

• Maintains a close working relationship with Sales, Reservations, Housekeeping and Engineering associates at all times.
• Demonstrates a courteous and cooperative rapport with the Accounting and Security associates.
• Maximizes hotel occupancy, total revenue, and average transient rate.
• Is familiar with the Collective Bargaining Agreement
• Monitors Front Office associates for uniformity, accuracy, and correct accounting procedures.
• Assists with room blocking for all arrivals.
• Assists with processing Guest Preference forms.
• Monitors Concierge inbox and assists with processing emails.
• Keeps associates appraised of all hotel policy and procedural changes.
• Coordinates with Group Leaders to meet all of their needs and ensure the success of their programs.
• Follows through on all out of order rooms bringing it to the attention of appropriate departments assuring room return to inventory in a timely, efficient manner.
• Understands and is capable of administering the department’s fire, emergency, hurricane and first aid procedures.

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, using some other combination of skills and abilities.
• Demonstrate ability to provide clear and pleasant telephone communication to all callers.
• Ability to uphold and enforce hotel’s standards, policies and procedures with self and associates.
• Ability to prioritize and organize work assignments.
• Ability to motivate associates and maintain a cohesive team.
• Must have broad knowledge of the Resort’s market segments and client mixtures.
• Must be computer literate.
• Must be able to work well under pressure.
• Demonstrate attention to detail.
• Demonstrate ability to respond to callers needs in a positive manner assuring optimal satisfaction.
• Ability to maintain discretion and confidentiality of all guests and hotel information at all times.
• Ability to work cohesively with other departments as part of a team.
• Must have general knowledge of accounting procedures and credit policies.
• Must demonstrate management and administrative skills.
• Must have excellent technical and computer skills, including functionally ability with Opera, PMS, Word, Excel, etc.
• Must possess excellent communication skills.
• Must be able to make sound decisions based on available data.
• Must demonstrate persistence and firmness combined with the above in dealing with associates guests and travel agents.

QUALIFICATION STANDARDS:

Education:

Any combination of education, training or experience that provides the required knowledge, skills and abilities. Minimum High School education, College Degree preferred.

Experience: 

3 years front office experience

Licenses or Certificates:

Expert computer literacy in Microsoft Office (particularly Excel) and a PMS

Grooming:

All associates must maintain a neat, and well-groomed appearance (specific standards available).

A destination in itself, the recently renovated Rosewood Bermuda is the centerpiece of the prestigious community of Tucker’s Point Bermuda’s premier resort, golf club and residential community. Gracing 240 of the most beautiful coastal acres on the island, the award-winning tropical hideaway neighbors the estates of Tucker’s Town and offers breathtaking vistas of the ocean and sound. With just 88 rooms and suites, guests feel they are part of an elite club with exclusive access to the largest private pink-sand beach on Bermuda as well as the island’s finest amenities. They can golf like champions, sail the ocean blue, dive shipwrecks and colorful reefs, play a friendly game of tennis or “spa” to their heart’s delight within this well-appointed setting.