Job Description

RESPONSIBILITIES: Under the general direction of the Front Office Manager:

• Assist the Front Office Manager with assigning tasks and department shift coverage as needed.
• Field complaints and address guest concerns
• Answer phone inquiries, direct calls and provide information.
• Oversee and supervise PBX, Front Desk, Guest Services, and Bell Person staff.
• Address complaints and requests with quality customer service skills
• Train new employees.
• Monitor front desk and ensure that employees comply with all security procedures for guests and visitors.
• Create, organize, and maintain schedules for all employees in the department.
• Ensure front desk is always covered.
• Perform bookkeeping, reservations, and clerical duties.
• .Fill in for night auditor and other front desk positions as needed
• Other duties as assigned.

REQUIRED SKILLS, KNOWLEDGE AND ABILITIES: Excellent communication and interpersonal skills are essential including but not limited to written, verbal both in person and over the telephone; proficiency in Microsoft Office Suite required; ability to prioritize and work with minimum supervision; ability to maintain accuracy, quality and effectiveness under pressure and with competing deadlines, numerous interruptions and conflicting demands; knowledge of the city of Memphis and local and regional attractions helpful; organizational skills to prioritize and complete a wide variety of tasks in a timely manner; capability to exercise tact and diplomacy during discussions with individuals who may be irate or upset; ability to perceive and deal with sensitive issues and maintain confidentiality; ability to deal successfully with a wide range of people; previous guest service/front desk experience required, must have an aptitude for supervisory responsibilities including performance appraisals, assigning tasks, motivating employees and encouraging employee development.

PHYSICAL REQUIREMENTS: Ability to speak clearly and distinctly both in person and on the telephone, ability stoop, reach, walk, and stand for long periods of time; ability to lift up to 25 pounds.

SPECIAL REQUIRMENTS: A valid driver’s license is required; must have hotel operation experience and/or equivalent education in hotel management/business administration; hospitality field or equivalent work-related experience is required; previous supervisory experience is preferred.

SPECIAL CONDITIONS: Ability to work weekends and occasional overtime and holidays as needed; ability to maintain confidentiality and objectivity; no smoking in the work area.

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