Job overview
Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures to ensure guest satisfaction.
Duties and Responsibilities
-
Welcomes guests in a friendly, prompt, and professional manner.
-
Register guests, issue room keys, provide information on hotel services and room location; prepare for group check-in and out and VIP arrivals; become informed of events/ functions in the hotel during the shift. Answer phones promptly and courteously.
-
Up-sell rooms where possible to maximize hotel revenue.
-
Accurately process all cash and credit card transactions per established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposits, and counting/securing assigned banks.
-
Issue, control, and release guest safe deposit boxes.
-
Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
-
Respond appropriately to guest requests; promotes hotel services, facilities, and outlets; provide guests with information such as local attractions and directions to increase satisfaction. Make appropriate service recovery gestures to ensure total guest satisfaction.
-
May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel, process cancellations, revisions, and information updates on changes.
-
Promote teamwork and quality service through daily communications and coordination with other departments.
-
Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.
-
In carrying out your duties you will follow all Company and Brand Standards.
QUALIFICATIONS AND REQUIREMENTS
-
High School diploma or equivalent, plus one-year front desk/guest service experience. Some college is preferred.
-
Must speak fluent English. Other languages preferred.
-
This job requires the ability to perform the following:
-
Frequently standing up behind the desk and front office area
-
Remain stationary for extended periods.
-
Carrying or lifting items weighing up to 50 pounds
-
Handling objects, products, and computer equipment
-
Use a keyboard to operate various property management and reservations systems, etc.
-
Other:
-
Communication skills are utilized a significant amount of time when interacting with guests and employees.
-
Reading and writing abilities are utilized often.
-
Basic math skills are used frequently.
-
Problem-solving, reasoning, motivating, and training abilities are often used.
-
May be required to work nights, weekends, and/or holidays.
Work Area: Front Office
