Hotel Front Desk Receptionist

Job Description

Job Description

We are searching for an enthusiastic, service-focused hotel front desk agent to join our guest services team. You’ll welcome guests, manage accounts, answer inquiries, and field complaints to ensure we deliver an excellent experience to every guest. You will bring excellent communication skills and a passion for putting our guests first. If you love interacting with people in a positive work environment, apply now!

As the Guest Service Representative, you greet and welcome guests to the hotel and make them feel comfortable while gathering their information for proper guest check-in and check-out. You must perform all Guest Service Representative duties in accordance with the Company policies and procedures.

Reports to: The Front Office Manager is your immediate supervisor.

$16 - $17 hourly

Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Always offers courteous and sincere hospitality.

• Understands what is meant by “good guest service”. (Provides the public with uniform, consistent, efficient, courteous, high-quality service in addition to a clean hotel and grounds).

• Answers questions about the hotel and community, is knowledgeable about the location of local attractions, restaurants, and shopping, and answers complaints or concerns from guests.

• Is part of the hotel’s security team and is responsible for immediately reporting any potential safety or security hazards to the immediate supervisor.

• Greets guests and checks them in and out using the computerized property management system.

• Completes all necessary paperwork for checking guests in and out, including guest registration information, appropriate room charges, and any other necessary documentation.

• Promotes all Company/Brand loyalty programs.

• Handles cash and can accurately count cash and make accurate change for guests.

• Responsible for cash transactions.

• Knows the procedure for obtaining proper credit card authorizations.

• Operates the switchboard using proper telephone etiquette, taking and transferring calls as required, taking messages accurately, always noting time and date, recording and making guest wake-up calls. Able to operate a TDD (Telecommunications Device for the Deaf).

• Follows all emergency procedures and knows how to respond in the event of different types of emergencies. This requires mobility to travel from room to room and up and down stairs to notify guests and assist guests in evacuating the hotel.

• Knows room rates, locations, and furnishings of all rooms.

• Knows the physical make-up and layout of the building, both interior and exterior.

• Reviews front desk logs and records the activities of your shift in the log.

• Responsible for balancing cash drawer and shift deposits.

• Completes all necessary paperwork.

• Reports any problems, orally or in writing, concerning the front desk, guest relations, and maintenance to the immediate supervisor daily.

• Takes reservations and cancellations received over the telephone, through the front desk computer, through the mail, over the fax, and in person, and accurately inputs data in the property management system.

• Is responsible for being aware of any changes in hotel operations and policies.

• Locks and secures the front desk area at any time when required to leave the area (is required to take and use a portable telephone for guest needs and potential emergencies).

• Keeps all entrances and sidewalk areas reasonably free of snow and ice.

• Checks outside lighting each night and reports any problems (bulbs out, etc.) on a maintenance request form.

• Delivers rollaways, cribs, and additional guest supplies (towels, soap, glasses, etc.) to guest rooms when requested.

• Follows procedures for handling disorderly conduct in guest rooms and public areas of the hotel.

• Always keeps the front desk area and lobby clean and orderly (dust, vacuum, clean windows and doors, empty trash, etc).

• Makes coffee, supplies, and cleans coffee bar/great room area.

• Restocks and cleans pantry/suite shop if available as a guest amenity.

• Helps secure guest lodging with referrals when the hotel is full.

• Keeps all areas of the front desk supplied with necessary items.

• Reports to the immediate supervisor any supplies that are needed.

• As lost and found items are turned in, records are made and placed in the proper storage area.

• Complies with BBP, OSHA, and HazCom 2012 standards.

• Knows the potential hazards of any chemicals used and the proper personal protective equipment required.

• Uses personal protective equipment as directed by Safety Data Sheets.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. To perform the duties of this job, the employee is regularly required to talk and hear. The employee must have the ability to speak and understand the English language. The employee is frequently required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms to heights up to 72 inches.

Other Duties:

• Completes any correspondence concerning front desk matters (reservations, confirmations, sales letters, direct bills, accidents, etc).

• Maintains all records and files used at the front desk in hotel operations or required by management: (occupancy percentages, room attendant sheets, reservation records, billing statements, tracking sheets, guest messages, etc).

• Performs any additional duties that, from time to time, may be assigned by the immediate supervisor.

• Completes all ongoing required trainings and certifications, and trainings suggested by the General Manager or Brand Standards.

This is not a complete list of all responsibilities, skills, duties, requirements, efforts, and working conditions associated with the job. While this job description is intended to be a representative explanation of the current job duties, management reserves the right to revise the job duties or to require that other or different duties be performed when circumstances change (emergencies, changes in personnel, workload, etc).

• Exhibits working knowledge of Microsoft Office and reservation management systems
• High school diploma, GED, or equivalent
• Excellent time management skills, organizational skills, customer service skills, and interpersonal skills
• Well-versed in taking telephone calls and handling stressful situations

• PTO
• 401(k)
• Health Insurance
• Flexibility on schedule
• Hilton discount