About This Role
This front desk role is responsible for the overall guest experience, from checking guests in and out to making reservations and interacting with them to provide high-quality service. It involves sales and customer service functions related to guest registration, reservations, and revenue collection, ensuring guests have a secure stay with friendly, attentive service.
Responsibilities
- Provide exceptional customer service to all hotel guests, making their stay as comfortable and accommodating as possible while achieving team and Brand goals
- Communicate with Manager regarding status of groups
- Communicate with Housekeeping regarding VIP arrivals and expediting VR rooms
- Communicate pertinent shift information to Manager/Supervisor and team members both verbally and in writing via log-book, updating as necessary
- Pass on pertinent information to next shift: group information, current selling strategy, follow-up required for guests or shift responsibilities
- Register guests, assign rooms, and issue room keys
- Make courtesy calls to guests to assure their complete satisfaction with their room
- Keep records of occupied rooms and guests’ accounts
- Make and confirm reservations
- Present statements to and collect payments from guests
- Provide solutions to problems for guests, associates, and management, using empowerment to exceed associate/guest expectations and resolve conflicts
- Perform administrative functions for guests, including faxing, copying, mailing, over-night mail service, and other clerical duties
- Implement, monitor, and carry out guest honors program
- Clean and maintain organized work area, stocking all printers and restocking any guest supplies needed at the front desk
- Clean, organize, and maintain lobby
- Post charges and expenses to the folio for the meeting room for guests
- Deliver requested amenities to guest rooms (rollaway beds, cribs, pillows, blankets, towels, small amenity items, etc.)
- Close and balance shift
- Communicate with Housekeeping Supervisor regarding early and late check-ins, checkouts, stay-overs, and special requirements for amenities
- Document all maintenance related requests in the Maintenance Request Log/or Work Order Book
- May perform housekeeping and minor maintenance duties as needed or requested by management
- Remain highly visible and be readily available for guests at all times
- Take initiative to offer assistance or answer questions throughout the hotel
- Ensure proper administration of key control
- Train new associates
- Thoroughly understand and implement the Brand service culture
