B. F. Saul Company Hospitality Group

  • Rooms Division Management Trainee

    The Hay-Adams
    Job Function
    Front Office
    Full Time
  • Overview and Responsibilities

    The Rooms Division Management Trainee (Front Office) is responsible for the daily routine at the Front Desk according to the Hay Adams Standards of Excellence including but not limited to check ins and check outs of all hotel guests, making sure all guest requests are met and that all of their information and billing details are accurate.


    Essential Duties & Responsibilities

    1. Perform all job duties and responsibilities in accordance with the Hay Adams handbook, the department operation manual as well as all hotel policies and procedures are part of this job description. 
    2. Perform the daily routine at the Front Desk according to task lists including but not limited to checking arrival/departure, credit balance and special request reports, preparing packages and VIP arrivals, assigning guest rooms to reservations, monitoring room status in Property Management software, printing emergency reports on a regular basis, etc. 
    3. Approach all guests in a polite and friendly manner. Conduct check ins according to the criteria’s described in the Hay Adams Standards of Excellence. Ensure the appropriate room is assigned according to guest requests and availability, issue a key card and introduce guest to a member of the bell staff or the Lobby Ambassador for escort. 
    4. Maintain a professional and high quality service oriented environment at all times. 
    5. Actively promote and participate in the Upsell program to enhance guest satisfaction and maximize revenue at the Front Desk. 
    6. Answer telephones, transfer calls, take guest messages and deliver them in a professional and timely manner. 
    7. Resolve any guest complaints or problems to the satisfaction of guest and hotel within reason. Record such incidents accordingly and communicate with the Front Office Manager and/or Manager on Duty to ensure proper follow up and guest satisfaction. 
    8. Post all incidentals charges (parking, mini bar, laundry, etc.) accurately to guest accounts. 
    9. Conduct check outs according to the criteria’s described in the Hay Adams Standards of Excellence. Ensure that guests are billed accurately for all charges incurred and that the bill is presented in a professional manner.  Ensure that guests enjoyed their stay at the hotel, offer further assistance, bid them a proper farewell and extend an invitation to return. 
    10. Assist guests with making hotel reservations when required. 
    11. Responsible for the cleanliness, organization and readiness of the work area including but not limited to public areas on the ground floor and the front door area. 
    12. Coordinate daily hotel activities, VIP and group arrivals with the Front Office Manager and/or Manager on Duty, escort guests to their accommodations if applicable and act as their personal point of contact while on property if they require any further assistance. Handle all VIP requests in person wherever and whenever possible. 
    13. Ensure that the issued bank is maintained accurately, organized and balanced each day.
    14. Work closely with other departments to ensure high quality service and guest satisfaction. 
    15. Constantly strive to improve and perfect service in the department while maintaining professionalism, promoting a strong team atmosphere and culture. 
    16. Be aware of all fire-life-safety procedures. Remain current in all updates with regards to new procedures. 
    17. Report any suspicious persons, activities and/or hazardous conditions to the Security department and/or the Front Office Manager/Manager on Duty. 
    18. Perform any other duties as required and directed by Management.


    To perform this job successfully an individual must be able to perform each essential duty to a satisfactory standard. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


    Education: High School diploma, general education degree or international equivalent required. College degree preferred.


    License/Certification: Valid US drivers license preferred.


    Experience: Previous Front Office experience in a luxury property preferred. Previous customer service and general computer experience required. Property Management Software experience preferred.


    Basic Expectations: Perform all job duties and responsibilities in accordance with the Hay Adams handbook, the department operation manual as well as all hotel policies and procedures


    Supervisory Responsibilities: This position has no direct supervisory responsibility. Indirectly the Rooms Division Management Trainee (Front Office) will assist in the supervision of the bell and door staff monitoring activities and ensuring all staff adhere to the standards of excellence. Furthermore the Rooms Division Management Trainee (Front Office) will assist the Front Office management with emergency situations in the hotel and hotel evacuations.


    Language Skills: Good knowledge of the English language is mandatory as well as the ability to speak, read and write clearly. Must be able to listen to, read and/or write instructions, memos, short correspondences and messages. Second language preferred.


    Mathematical Skills: Must have good mathematical skills, ability to add, divide, subtract and multiply six digit numbers with decimals. two digit numbers. Must be able to calculate percentages and discounts.


    Reasoning Ability: Ability to carry out detailed instructions in both written and oral manner using common sense and understanding. Ability to deal with problems and situations in a calm and professional manner. Ability to multitask handling many different situations at one time, prioritizing problems and resolving them satisfactory.


    Physical Ability: Ability to stand in a confined environment and use a computer screen for long periods. Ability to spend long hours moving around, walking, sitting, standing and crouching while performing other duties. Must be able to multitask, talk and listen simultaneously while guests are standing at the Front desk and the phone is ringing. Ability to work well under pressure and perform during emergency situations. Ability to occasionally lift bags up to 25lbs.


    EEO AA M/F/Vet/Disabled


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