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
- Perform all shift checklist responsibilities
- Support team members to ensure the team’s entire workload is completed daily
- Perform other duties as required
Requirements
- High School diploma or GED preferred
- Six months to one-year related experience preferred
- Ability to maintain confidentiality of business and financial matters and information related to the property, owner(s), partners, guests, associates, etc.
- Good interpersonal skills
- Ability to work in a courteous, tactful, and patient manner with other associates, management, guests, vendors, suppliers, and other members of the general public conducting business with the property
- Ability to communicate effectively verbally and in writing and excellent telephone skills
- Ability to work in a fast-pace, high-energy, and demanding work environment
- Basic knowledge of hotel operations or ability to learn quickly
- Ability to work as a team player with all levels of associates
- Dedicated, hard-working, self-motivated
- Good time management skills; multi-tasks skills; ability to prioritize; and coordinate details
- Flexibility to adjust work priorities as necessary
- Practice safety standards at all times
- Computer skills required
- Skill in operation of tools and equipment listed below
- Complete knowledge of Emergency Equipment Manual, including utility and water shutoff equipment, fire alarm system/panel, and emergency procedures
- Prompt and regular attendance
- Comply with hotel and/or department uniform and professional behavior and appearance standards
- Carry out all reasonable requests by team leaders and managers and act as a team player with all levels of staff
- Participate in all mandatory job training and meetings
- Adhere to property policies and procedures, the Employee Handbook, and/or other property and IMM documents
- Immediately report any suspicious activities by guests or others
- Ability to successfully complete brand standard training including brand service training
- Ability to frequently lift and/or move up to 50 pounds
- Specific vision abilities required include close vision and the ability to adjust focus
- Ability to relocate to Newport, OR 97365 before starting work
Benefits
- Employee discount
- Paid time off
Important Details
- Schedule: flexible hours and/or overtime as required, hotel operates 7 days a week, 24 hours a day
- Employment type: full-time or part-time
Equipment Operated
- Electric chaffing dishes
- Commercial coffee machine
- Juice machine; tea machine; beer dispenser
- Computer
- Fax machine
- Copy machine
- Multi-line telephone console
- Ozone machines
- Vacuum cleaner; shop vac
- Fire Alarm Panel
