Assist the General Manager with preparing Guest Experience Representative work schedules and ensuring staff adheres to schedules. Adjust schedules as needed to meet business needs.Perform assigned administrative duties such as daily reports, credit card reversals, accounts receivables, Train Guest Experience staff in technical duties, guest service skills and telephone sales skills.Advise and consult with General Manager in situations of poor employee performance and/or improper employee behavior that may require counseling and/or discipline.When applicable for a specific property, book group functions and meeting room space.May serve as Manager-on-Duty in the absence of the General Manager and Assistant General ManagerProvide all guests (including groups) with a friendly, accurate and efficient check-in / check-out process while following the company’s policies and procedures. Prepare for check-ins before the guest arrives by using the arrivals grid, preparing express check-ins, and planning for group arrivals. Ensure the front desk/lobby areas remain clean, organized and ready to greet guests. Verify and collect guest payments and identification, ensuring all procedures are followed to protect sensitive guest information including identity and credit card information. Process all financial transactions with strict adherence to defined procedures.Operate the hotel key control system while strictly following all key safety & security procedures.

Register and assign guests to hotel rooms.Make and confirm reservations.Compute bills, collect payments, and make changes for guests.Transmit and receive messages, using telephones or PMS system.Respond to guest requests in a timely manner.Receive and resolve guest complaints, elevating to supervisor if necessary. Perform bookkeeping activities, such as balancing accounts and conducting audits.Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction. Ensure overall guest satisfaction.Perform other duties as requested by management.

Oversee front desk operation including scheduling personnel and keeping within a budgeted allotment of hours without sacrificing guest satisfaction. Training new team members on Standard Operating Procedures (SOPs) and property management systems (PMS). Training and coaching staff to be promoted.Work with the general manager to assist in safety and fire safety training of hotel staff. Work on Accounts Receivable, both invoicing and collecting owed money. Assist the general manager in achieving guest satisfaction scores and keeping employee morale high. Create and maintain working relationships with guests and companies who frequent our property. Cultivating relationships with new companies to assess and attempt to capture future business opportunities for the property. Counting and sending out daily deposits. Responding to credit card chargebacks. Ordering supplies for each department in the hotel including but not limited to office supplies, maintenance materials, food, and beverage as well as keeping an inventory of what is on hand as well as what is needed.