• Manage and monitoring activities of all employees in the Front Office department, making sure they adhere to the brand and security standards, hotel policies and procedures, coaching, training and correcting where needed. • Act as Manager on Duty for the hotel in the absence of Day Manager on Duty and Front Office Manager dealing with complaints, problem solving, special requests and any other issues that may arise. • Manage the night shift in the department ensuring all associates perform the tasks assigned to them and coordinate Front Office activities with the other departments. • Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests. Anticipates guest’s needs, respond promptly and acknowledge all guests. Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate. • Review and correct discrepancies in the front Desk PMS. • Perform scheduling, complete and run statistical reports for all departments and departments head. • Ensure the accurate completion of the Night Audit procedures in a timely fashion. • Check Front Office accounting records for accuracy, summarize and compile information for the hotel’s financial records. • Prepares a summary of cash, check and credit card activities, reflecting the hotel’s financial performance for the day. • Processes guest charge vouchers and certificates. Verifies all account postings and balances made during the day by Front Desk agents. Monitors the current status of vouchers, discount and other promotional programs. • Check-in and check-out hotel guests in a confident, professional, and friendly manner. • Perform bucket checks to verify data as it pertains to: 1. guest name, 2. guest address, 3. room rate, 4. date of departure, 5. number of guests in room, 6. credit card data. • Ensure proper credit card procedures are followed at all times. • Provide gracious and efficient telephone service. Always ensure complete and accurate information. • Advice guest of any messages, mail, faxes, etc. received for them. • Accept and record wake-up call requests. • Provide Concierge service – fluent knowledge of local restaurants, special events, city attraction, and guest amenities. • Keep the Front desk, Back office and lobby areas clean and well organized. • Assist with reservations calls in a professional manner.

• Processing reservation requests, changes and cancellations received by mail, telephone, central reservation system, sales office, other hotel departments and travel agents. • Monitoring reservations on daily basis: ensure that all reservations and accommodation request are input to the system correctly, review no-show reservations and process charges. • Monitoring group reservation activity: ensure group files are accurate and kept current, input rooming list, all group requirements are entered to the system, resolve discrepancies, ensure that blocks are released to general inventory after group’s cut-off date or cancellation. • Accommodate special requests; designate such in system and handover to related departments. • Resolving guest issues that arise in the booking process. • Answering incoming calls, providing information regarding rooms, accommodations, rates, amenities, packages, and guest services, explainingresort products, service and other information about the resort as requested. • Prepare letters of confirmation and cancellation. • Responsible for keeping accurate records of all paper transactions and will be responsible for handling advance deposits and keeping accurate records of all advance deposit. • Preparing monthly forecast reports. • Monitoring and maintaining accurate information in guest history files, managing guest multiply profiles. • Assess training needs for new and existing employees. • Responsible for developing training plan; designing training program for Reservation department based on identifying gaps between the skills of individual and what they need to be able to do. • Help assess participants’ strengths, interests and experience to ensure successful job matches. Continue to follow-up on participants who are working to determine success or need for intervention, to assure long-term job retention and job advancement. • Preparing and conducting daily training program for Reservation department, participating in and practicing daily service basics of Marriott brand. • Scheduling and assigning training program provided by Human Resource Department to Reservation Department; • Maintaining updated curriculum database and internal training records. • Provide feedback to program participants and management. • Evaluate and make recommendations on training material and methodology.

• Greeting visitors, ascertain the nature of their business, and referring them to appropriate staff members. • Dealing with guest requests to ensure a comfortable and pleasant stay. • Assist in dealing with customer complaints in an effective and courteous manner, providing or seeking solutions as quickly as possible. • Processing payment by cash, check, credit cards, vouchers, or automatic debits, ensuring accurate and efficient accounts and guest billing processes. • Handling general duties such as checking discrepancies, functions, activities, expected arrivals or reservation and departures. • Maintaining a neat and clean office environment, • Performing general office duties, including correspondence, emails, filing and switchboard, to ensure the smooth running of the reception area.

• Welcoming guests to the hotel in a polite, friendly and helpful manner. • Ensuring smooth check-in and check-out of all guests through properly handling guest accounts. • Processing different payment types including cash, debit and credit cards. • Dealing with special requests from guests, such as ordering taxis, booking theatre trips, or storing valuables and luggage. • Answering and dealing with incoming and outgoing telephone calls. • Receive and distribute incoming and outgoing mail. • Provide information about the hotel and local areas in person and via telephone. • Maintaining the Repeat Guest Program, VIP program. Ensure that the above-mentioned clientele are receiving the type of service they deserve and follow up to ensure that all requests are carried out. • Arranging brief tours of the hotels rooms and facilities. • Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key; Set up accurate accounts for each guest according to their requirements; • Accommodate guest requests, contacting appropriate staff if necessary. Follow up to ensure requests have been met. • Process all payment types, vouchers, paid-outs, and charges. Balance and drop receipts. Count and secure bank at beginning and end of shift. Obtain manual authorizations and follow all Accounting procedures; • Completing the Night Auditing procedures with accuracy and attention to the detail. • Ensuring all reservations and cancellations are processed efficiently. • Filling, archiving, photocopying, scanning and faxing documents. • Ensuring all relevant paperwork to be completed in order for smooth handover. • Ensuring that all employees complete their essential tasks before leaving. • Updating and maintaining relevant administrative and statistical records. • Compose routine correspondences, reports, forms and other materials. • Maximize sales revenue through up selling and marketing programs. • Planning work schedule for individuals and teams.Assisting with any problem in scheduled shifts on the night audit shifts. Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns.

Переводческое Дело, Перевод и переводоведение