Penguin Hotel

ESSENTIAL JOB FUNCTIONS

Maintain complete knowledge of and comply with all Resort policies/service procedures/standards.
Maintain complete knowledge of correct maintenance and use of cleaning equipment. Use equipment only as intended.
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Maintain complete knowledge at all times of:
all resort features/services, hours of operation.
all room types, numbers, layout, decor, appointments and location.
scheduled in-house group activities, locations and times.
all resort and departmental policies and procedures.
Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
Assist wherever necessary to help alleviate the pressure and to process the guests expediently to their rooms.
Report lost/stolen articles, following resort policy.
Adhere to resort requirements for guest/employee accidents or injuries and in emergency situations.
Participate in coordinated deep cleaning assignments and maintenance of rooms during low occupancy days.
Ensure that designated resort entrances are locked at specified times.
Maintain awareness of undesirable persons on resort premises. Contact Management where necessary.
Ensure all duties are completed before signing out.
Foster and promote a cooperative working climate, maximizing productivity.
Document pertinent information in department log book. Complete all paperwork before closing time.
Review status of assignments and any follow-up action with on-coming Supervisor.
Make adjustments in rooms in order to comply with energy conservation program management.
SECONDARY JOB FUNCTIONS

Attend designated meetings.
Follow up on assignments given by Housekeeping Manager.

JOB OVERVIEW:

Responsible for the management of all aspects of the Front Desk functions, in accordance with resort standards. Directs, implements and maintains a service and management philosophy which serves as a guide to respective team members. The Front Office Manager is also responsible for controlling access to, conducting physical inspections of and monitoring surveillance cameras located at the facilities, which constitute the Penguin & President Hotels. Investigation of breeches in security and/or violations of safety protocols to determine most probable cause and possible solution(s). To ensure the safety and security of guests and employees and the protection of Penguin & President property and assets.

REPORTS TO: Hotel General Manager.

SUPERVISES: Front Desk Agents.

WORK ENVIRONMENT:

Front Desk and Back Office Areas, Guest Rooms and Public Areas.

Job involves working:

under variable temperature conditions (or extreme heat or cold).
under variable noise levels.
outdoors/indoors.
around fumes and/or odor hazards.
around dust and/or mite hazards.
around chemicals.
KEY RELATIONSHIPS:

Internal: Staff in Front Desk, Front Desk Management, Resort Managers, Food and Beverage, Accounting, Housekeeping, Executive Offices and Engineering.

External: Resort guests/visitors, other vendors/suppliers.

QUALIFICATIONS

Essential:

High school graduate or equivalent vocational training certificate, some college.
Previous experience in cashiering.
Minimum two years experience as a Front Desk Agent, preferably a 3-4 star style resort.
Minimum two years previous Security supervisory experience in a 3-4 star style resort.
Fluency in English both verbal and non-verbal.
Compute basic arithmetic.
Familiarity with yield management and cost controls.
Ability to:
perform job functions with attention to detail, speed and accuracy.
prioritize and organize.
be a clear thinker, remaining calm and resolving problems using good judgement.
follow directions thoroughly.
understand guest’s service needs.
work cohesively with co-workers as part of a team.
work with minimal supervision.
maintain confidentiality of guest information and pertinent resort data.
ascertain departmental training needs and provide such training.
direct performance of staff and follow up with corrections when needed.
Input and access information in property management system/computers/ system.
Desirable:

College degree.
Fluency in a second language, preferably Spanish.
Certification in CPR.
Previous Supervisory experience.
Ability to suggestively sell.
Previous guest relations training.
PHYSICAL ABILITIES

Essential:

Exert physical effort in transporting 40 pounds.
Endure various physical movements throughout the work areas.
Reach 6 feet.
Remain in stationary position for 8 hours throughout work shift.
Satisfactorily communicate with guests, management and co-workers to their understanding.
Desirable:

ESSENTIAL JOB FUNCTIONS

Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Resolve guest complaints, ensuring guest satisfaction.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Maintain complete knowledge at all times of:
all resort features/services, hours of operation.
all room types, numbers, layout, decor, appointments and location.
all room rates, special packages and promotions.
daily house count and expected arrivals/departures.
room availability status for any given day.
scheduled in-house group activities, locations and times.
all resort and departmental policies and procedures.
Access all functions of the computer system.
Supervises activities of all Security Office, Employee Entrance and Patrol Officer operations as outlined in the Standards of Performance Manual for Security Officers
Performs Department training related activities
Thoroughly understands all Hotel Emergency Response Procedures and assists in the coordination of all emergency response activities
Oversees access control activities at all facility employee entrances, ensures that only authorized individuals enter
Ensures maintenance of visitor sign-in/out logs and issuance of temporary passes to visitors/vendors
Oversees inspection of all packages entering and exiting through facility employee entrances, denies access to or removal of unauthorized materials
Oversees verification that all materials leaving facilities are accompanies by a completed, signed package removal pass, confiscates and turns over to management, all materials not properly authorized
Maintains signature lists of Management personnel authorized to sign package removal passes
Supervises/Patrols front of house, back of house and exterior hotel areas, reportin

Job Specific
 Collecting Breakfast Coupons
 Responsible for doing your own dishwashing (as time allows).
 Setting up the line for efficient flow.
 Proper storing of perishable items
 Ensuring that the breakfast area is clean and orderly throughout your shift,
 Pick up dirty dishes from tables
 Pick up clean dishes, glassware, and silverware from dish area and distribute to each service station location.
 Make sure that there is always sufficient silverware available.
 Maintain cleanliness of kitchen area
 Provide positive communication and use Red Carpet Training skills with every patron and co-worker.
 Perform duties in a safe manner; report any potential safety hazards to management staff
 Perform any other reasonable, temporarily assigned job duties outside the position’s job description, where, in the Company’s judgment, those duties are necessary in the interest of efficiency, productivity, or guest service.
 Empty trash cans, transfer, and deposit in dumpster.
 Keep ice stations filled, glasses and coffee cups stocked.

General
 Promotes and applies teamwork skills at all times
 Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
 Is polite, friendly, and helpful to guests, management and fellow employees
 Complies with required safety regulations and procedures
 Attends appropriate F&B meetings and training sessions
 Maintains cleanliness and excellent condition of restaurant and kitchen equipment
 Complies with F&B standards, policies and rules
 Remains current with F&B information and changes
 Complies with F&B uniform and grooming standards
 Stock all items needed for service in the server side stations.
 Return soiled plates, glassware, silverware, & shell baskets to dish station by running bus carts to kitchen to be emptied, cleaned and returned to the side station immediately
 Handle all plates and glassware carefully to reduce breakage and potential safety hazards.
 Maintain side stations, including floors, in a sanitary and organized manner.
 Operate carts in a safe and sanitary manner when maneuvering through the kitchen area.
 Properly performs all opening, running and closing Busser/Stocker side work.
 Clear dirty plates, glasses, silverware, napkins, and food and beverage debris from tables.
 Clean all surfaces on tables within 5 minutes of guest departure.
 Clean everything on tables and chairs and keep the floor area clean and free of debris.
 Properly re-set dining room tables in accordance with the table top standard.
 Inspect garbage to reduce loss of silverware.
 Pick up and returns linen to the linen room.
 Retrieve and properly stores service items, service ware and linen inventory orders from Stewarding, Garde Manger and the Warehouse.
 Maintain storage areas in an organized and sanitary fashion.
 Follow all safety and sanitation rules, including lifting and carrying procedures, and report any discrepancies to management.
 Communicate in a timely manner with management about all problems, questions and concerns.
 Interact with guests with a friendly smile and helpful style.
 Monitor tables closely and is attentive to guests needs.
 Assist disabled guests and guests with special needs

Reports to:
 Restaurant Manager  F&B Director

JOB OVERVIEW:

Welcomes and registers guests who are arriving in the hotel/s. Fulfills guest requests for information and assistance with utmost courtesy and professionalism. Presents guest orientation sessions for new arrivals. Familiar with local area and provides dining, shopping, entertainment, attraction, and travel information to hotel guests & residents. Makes suggestions and places reservations per guest request. Promotes food and beverage facilities and recreational activities. Follows up with guests in an exceptionally timely, thorough, and professional manner. Maintains proper condition of hotel/s lobby and oversees the provision of hotel amenities.

QUALIFICATIONS

Essential:

High school graduate or equivalent vocational training certificate.
Previous experience in cashiering.
Fluency in English both verbal and non-verbal.
Compute basic arithmetic.
Ability to:
perform job functions with attention to detail, speed and accuracy.
prioritize and organize.
be a clear thinker, remaining calm and resolving problems using good judgement.
follow directions thoroughly.
understand guest’s service needs.
work cohesively with co-workers as part of a team.
work with minimal supervision.
maintain confidentiality of guest information and pertinent hotel data.
Input and access information in the property management system/computers/point of sales system.
Desirable:

College degree or other Vocational Certifications, preferably a hospitality student.
Fluency in a second language, preferably Spanish.
Certification in CPR. (preferred)
Experience as a Front Desk agent, preferably a similar style hotel.
Ability to suggestively sell.
Previous guest relations training.
ESSENTIAL JOB FUNCTIONS

Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Resolve guest complaints, ensuring guest satisfaction.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Maintain complete knowledge at all times of:
all hotel features/services, hours of operation.
all room types, numbers, layout, decor, appointments and location.
all room rates, special packages and promotions.
daily house count and expected arrivals/departures.
room availability status for any given day.
scheduled in-house group activities, locations and times.
all hotel and departmental policies and procedures.
Access all functions of the computer system.
Answer department telephone within three rings, using correct greeting and telephone etiquette.
Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such.
Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
Attend scheduled meetings with manager and review all information pertinent to the business.
Ensure proper grooming and attire; rectify any deficiencies prior to reporting to your workstation.
Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies.
Monitor the hotel front entrance and resolve any congested situations.
Greet all guests as they enter and leave the hotel.
Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
Maintain communication logs and ensure that guest requests are followed up within 15 minutes.
Monitor guest mail and ensure that it is processed according to procedures.
Monitor and ensure that express check-outs (if available) are processed through the system.
Observe guest reactions and confer frequently with management to ensure guest satisfaction.
Assist guests with reports of lost/stolen articles, following hotel policy.
Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
Contact newly registered guests 15 minutes after check-in to establish guest satisfaction; resolve any dissatisfaction immediately. Document each call according to procedures.
Ensure security of guest room access.
Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:
Contracted banks
Shortages/overages
Late charges
Petty cash/paid outs
Adjustments
Posting charges
Making change for guests (when possible)
Payment methods/processing
Settling accounts
Closing reports
Cashier reports
Balancing receipts
Dropping receipts
Securing banks
Review previous night's no-shows, verify and ensure billing of such.
Assist Accounting i

1. Life Guard Duties and Responsibilities:
2. Ensure Guests are aware of all services and activities available at the pool.
3. Ensure that proper pool testing has taken place prior to Guests using the facility.
4. Ensure all Guests are registered prior to using the pool and are aware of the rules and regulations of the facility.
5. Makes sure the swimming pool is clean and constantly monitors swimming pool activity.
6. To have required knowledge of SPA / Health club facilities along with their prices and also knows about membership procedures.
7. Ensure the sun loungers are clean, umbrellas are in working shape and, in the correct position and proper working condition.
8. Ensures that the umbrellas are fixed properly to their units and ensures that when the umbrellas are not in use, they are tidied down for safety precautions.
9. Explain to the guests about the services and activities available at the pool.
10. Use appropriate rescue techniques if observing swimmers in need of assistance.
11. Observe the swimming area for dangerous conditions, unusual or unsafe activities, and swimmers who are struggling.
12. Caution swimmers regarding unsafe areas.
13. Restrict guest from using any kind of glassware near the pool area.
14. Rescue swimmers in danger of drowning and administer first aid.
15. Provide swimming lessons and training when requested by the guest.
16. Be aware of possible situations where guests are not able to safely participate in an activity and inform supervisor/manager.
17. To regularly check the temperature of the pool to ensure they are at set standard.
18. Assist in the cleanliness and the daily upkeep of the pool area.
19. Consistently offer professional, friendly and engaging service.
20. Provide a high level of Guest satisfaction and safety through effective communication.
21. Report accidents, injuries, and unsafe work conditions to the manager, attend and complete safety training and certifications as required by the management.
22. Provide emergency care and treatment as required until the arrival of emergency medical services.
23. Follow company policies and procedures at all times and proper grooming and personal appearance to be maintained.
24. Replenish designated towel areas with clean towels.
25. Replenish water and refreshment at station constantly.
26. Periodically bring down dirty towels to laundry

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