FRONT DESK

Description

Position Summary

• Represents the hotel to our guests throughout all stages of the guest's stay by working with all hotel personnel to ensure every guest experiences a superior stay.
• Our staff prides itself on providing outstanding hospitality to our guests, and our Front Desk team is a significant part of this.

Essential Duties and Responsibilities

The following essential duties may be carried out with or without reasonable accommodation

• Receives incoming communications via phone, computer, or other electronic communication and responds appropriately with emphasis on outstanding guest service.
• Delivers amenities to guests’ rooms.
• In the absence of bellperson or housekeeping, handles minor maintenance tasks.
• Keeps the workspace tidy and guest ready.
• Maintains an inventory of vacancies, reservations, and room assignments.
• Processes same day reservations, future reservations, and cancellations.
• Knows room locations, types of rooms available, and room rates.
• Registers arriving guests and assigns rooms.
• Coordinates room status updates with the housekeeping department by notifying housekeeping of all updates.
• Coordinates guest room maintenance work with the maintenance division.
• Uses persuasive selling techniques to sell rooms, encourage participation in brand loyalty program, and to promote other hotel services.
• Ensures knowledge of daily activities and meetings taking place in the hotel and reports any unusual occurrences to the manager or assistant manager.
• Manages and resolves all guest complaints in a professional and courteous manner and involves management according to their direction on how to handle complaints.
• Processes guest check-outs and handles monetary transactions and ensures customers' privacy is maintained.
• Maintains a high level of professional appearance and demeanor.
• Helps train new employees.
• Follows all policies and procedures.
• Performs other duties as assigned.

Property-Specific Essential Duties

Performs meeting room set up, putting tables and chairs into place.

Other Duties and Responsibilities Performed Occasionally

• Baking premade cookies, depending on property.
• Lobby tidy up.

Qualifications

Knowledge, Skills, and Abilities

• Ability to communicate with guests, hotel staff, and management in a professional manner.
• Knowledge of surrounding areas and local events.
• Ability to understand and adhere to proper credit, check cashing, and cash handling policies and procedures.
• Able to properly secure guest information.
• Ability to learn policies and procedures.
• Skilled in the use of front office equipment and telephone etiquette.
• Ability to work a flexible schedule, including weekends and holidays.
• Ability to use common internet services quickly and accurately.
• Proficiency in computer keyboarding and general computer literacy.
• Problem solving skills. Excellent customer service and de-escalation skills.
• Service and customer orientation.
• Ability to apply good judgment within defined guidelines and rules.
• Physical ability to stand or remain stationary at front desk for majority of shift.
• Sufficient ability to traverse interior of property.

Education and Experience

• High school diploma or equivalent preferred.
• Previous hotel-related experience preferred.
• Minimum 16 years old.