Night Audit / Front Office Representative

Front Office Representative

Choice Hotels International, Inc is one of the largest lodging franchisors in the world. A challenger in the upscale segment and a leader in midscale and extended stay, Choice has more than 7,400 hotels, representing over 625,000 rooms, in 45 countries and territories. A diverse portfolio of 22 brands that run the gamut from full-service upper upscale properties to midscale, extended stay and economy enables Choice to meet travelers' needs in more places and for more occasions while driving more value for franchise owners and shareholders. The award-winning Choice Privileges loyalty program and co-brand credit card options provide members with a fast and easy way to earn reward nights and personalized perks.

The role of Front Office Representative requires an individual the ability to provide superior guest service in a fast-paced, hotel environment, ensuring 100% guest satisfaction.

Receives and processes incoming guests

Ensure a delightful, seamless arrival and departure for our guests.

Greets guest and processes hotel registration and other transactions

Keeps current on hotel accommodations, services and local attractions

Handles all guest compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfaction

Records resolutions to guest complaints on the "Make it Right" log

Works with other departments as appropriate to arrange for services requested by the guest

Stays current with developments in the hotel by reviewing and updating the communication log

Prepares end of shift summaries and communications for management and other shifts

Encourages day to day up selling of guest accommodations and promotes hotel amenities, food & beverage outlets, hotel services and loyalty program

Makes reservations in accordance with hotel's yield management practices

Processes customer credit at check-in in accordance with hotel policy and data privacy policy standards

May be responsible for answering and fielding all calls to the hotel, both internal and external

Identifies and records special billing instructions and notifies Accounting

Obtains appropriate approvals and signatures for guest transactions

Follows hotel policy on cash banks

Maintains confidentiality of guest information

Creates 100% guest satisfaction by providing the Radisson experience through performance that demonstrates the standards of genuine hospitality and exceeding guest expectations

Gives personal attention, takes personal responsibility, and uses teamwork when providing guest service

Listens, apologizes with empathy, finds a solution, and follows through when resolving guest problems

Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis

Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction

Performs other duties required to provide the service brand behavior and genuine hospitality

Performs other duties as required by Management to provide 100% Guest Satisfaction and genuine hospitality to our Guest

Requirement/Skills

Strong customer service experience required

Previous hotel experience preferred

Ability to maintain a positive and professional attitude when handling all situations

Solid computer skills

Ability to push/pull up to 30lbs

Ability to work flexible schedule, including morning, afternoons, nights and weekends

Excellent communication skills

Must possess a strong team spirit

Opera experience preferred

Physical Demands

Ability to stand, stoop or bend for entire shift

Ability to lift up to 20 pounds

Choice Hotels International is an equal opportunity employer and affirmative action employer. Employment practices and decisions are not influenced by an applicant's race, color, religion, sex, national origin, age, sexual orientation, gender identity or express, disability veteran status, genetic information or any other characteristic protected by law.

In compliance with the Immigration Reform and Control Act of 1986, this offer of employment is conditional upon your presenting documents verifying your identity and legal authorization to work in the United States. All offers of employment are conditional upon the satisfactory completion of a background check and E-Verify.