To be a Leader and Trainer of Front Desk Employees in Individual, Group & FIT Reservations
__* Report for duty on time (10 minutes before shift starts), in a clean & pressed uniform, and having a tidy appearance
__*Provide the best service and assistance to all hotel guests and visitors.
__ *Follow BAL “Code of Conduct” and respectful handling of personal information request PIPA.
__*Market & Sell Banff Aspen Lodge over the phone and in person. Be familiar with all rooms, amenities and facilities offered.
__*Create a positive work environment. Address negative comments & behavior with staff and report to FOM.
__*Lead, motivate & train all Front Desk Staff in room selling.
__ *Supervise Front Desk & Reservations staff as scheduled. Extra duties may be given in the case of FOM vacation.
__*Staff disciplinary action must be approved by FOM or GM., be familiar with disciplinary action policy.
__* Make guests feel welcome by exhibiting and maintaining a positive, friendly and courteous attitude at all times.
__* Handle guest inquiries and complaints in a professional manner and consistent with hotel policy.
__* Keep clear accurate records of complaints or disturbances. Make FOM and GM aware of all incidents.
__* Be informed about the Town of Banff, local attractions, activities, amenities and events. Know how to access additional information
Revenue Generation & Control, Tour Group Liaison
__* Assist in maintaining company revenues by using supplies only as instructed by your department head.
__* Supervise, motivate and direct staff in making room reservations (Group, FIT & Individual), process deposits, send
confirmations and online acknowledgments. Check and verify all work entered to Innfinity by Front Desk Staff.
__*Assist FOM with rooming assignments (Individual, FIT & Group)
__*Assign reservations filing duties as necessary- keeping files neat, organized and up to date.
__* Accept and balance payments for all shifts worked on Front Desk and post City Ledger payments as required.
__*Assist Front Desk & Summer Group Co Ordinator in checking & co-ordinating arrivals & departures (individual ,group & FIT)
__*Enter blockspace contracts, seasonal, special and wholesaler rates in Innfinity as requested or required.
__* Work closely with Accounting Manager to fix incorrectly entered rates on all checked out folio’s & Group folio’s
Organize & Co-Ordinate Front Office
__* Complete accurate passover to relieving shift and FOM as required.
__* Keep track of master keys, room keys and Emergency keys in absence of FOM.
__* Complete appropriate Front Desk and Reservation Supervisor checklists.
__*Be familiar with all computer systems (hardware & software) and Front Desk equipment: printers, fax, photocopier, ving ,Security
System, credit card imprinter, P.O.S Machine and telephones.
__*Follow proper computer file management procedures.
__* Know and understand all hotel policies, including Health & Safety, Environmental, Privacy Act & Emergency Plan
__*Follow security procedures to ensure the hotel is safe and secure at all times.
Wage & Condition of Employment