Front Desk

Purpose of Position Guest Service Representatives are responsible for greeting and registering our guests. Providing outstanding guest service during their stay and settling the guest's account upon completion of their stay. Primary responsibilities include registering guests, making and modifying reservations, hotel operator and concierge duties. Providing attentive courteous and efficient service to all guests before arrival and throughout their stay while maximizing room revenue and occupancy. Essential Functions Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests. Maintain a high level of professional appearance and demeanor. Maintain the highest level of confidentiality in all areas. Demonstrate the ability to multi-task, be detail-oriented and be able to problem-solve, to effectively deal with internal and external customers. Handle and resolve guest complaints professionally and courteously, through effective listening and clarifying issues raised by guests. Demonstrate good communication skills and convey information and ideas. Ability to perform basic math, and understand financial information. Recognize and take action on any safety or loss prevention incidences that may cause damage, injury, or other liability to individuals or company property. Implement all company policies and procedures for safety and security. Complete training in all areas of security, alcohol, and health and safety. Ensure that all OSHA, State, and Federal guidelines for chemical, fire, health, and safety are being followed. Keep safety in mind in all things. Work with other departments to ensure room status is up-to-date and room repairs are done on a timely basis. Use persuasive selling techniques to sell rooms and promote all marketing programs. Carry out front desk responsibilities including, but not limited to: greeting guests, performing guest transactions, balancing reports, cash control, and deposits, proficiently processing reservations and credit cards. Operate phone system, TDD equipment. Effectively communicate using shift logbook and shift reports. Operate basic office equipment. Understand hotel policies relating to cancellation, extended stay, room types and rates, late check-outs, early arrivals, and special requests. Be responsible for key control. Issue and receive both room keys and master keys. Process all lost and found items according to policy. Have basic knowledge of how to operate computer equipment, including Microsoft Office suite. Assist in training of new staff. Participate in and support a positive, enjoyable work environment. Hold an understanding of hotel products and services (i.e., food and beverage, recreation). Performs other duties as assigned. Performs other duties as assigned. Mandatory Job Requirements Ability to communicate with hotel staff, guests, and management in a professional manner. Knowledge of the surrounding area and events. Knowledge of proper telephone etiquette. Ability to understand and adhere to proper cash and credit card handling policies. Ability to work a flexible schedule, including weekends and holidays. Read, write and speak English. Ability to learn safety, emergency, and accident prevention policies and procedures. Neat, well-groomed appearance including wearing the proper uniform and name tag when working (per brand standards). Accountability Front desk training completed within an acceptable time frame, as required by the brand. Maintain a high level of quality, service, and cleanliness. Maintain smooth operation and staffing of front desk. Communicate openly with direct supervisor. Keep guest survey scores within an acceptable range. Experience or Training Required High school education. 1-year hospitality experience (Preferred). Detail-oriented. License or Certification Required Complete the front desk training program within the brand required time frame. Marginal Job Functions Cleaning guestrooms and lobby and public areas as needed. Restocking front desk supplies. Help with laundry, as needed. Deliver cribs, towels, or other items to guestrooms as requested. Perform light maintenance duties. Restock, inventory, and sell guest marketplace and pub if applicable. Physical Demands Stand, walk; use hands and fingers to handle, or feel, for long periods, up to 8 hours at a time. Reach with hands and arms. Frequently repeat the same movements, including frequent keyboarding. Understand the speech of other people, and speak clearly so others can understand. Read and see details. Lift up to 10 pounds occasionally, lift up to 35 pounds from time to time. Stoop, kneel, twist or crouch occasionally. Environmental Conditions The job is considered inside; the employee will spend 75% or more of their time inside. Must be able to work effectively in a stressful environment, communicate well with others, effectively deal with guests and accept constructive criticism. Must be able to change activity frequently and cope with interruptions. Reasonable Accommodations Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Equal Opportunity Employer Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. #J-18808-Ljbffr