About This Role
This second shift position involves completing front desk processes, assisting guests with check-ins and reservations, and coordinating guest services across various hotel departments. The role suits a guest-focused individual who thrives in a friendly work environment.
Responsibilities
- Provide courteous guest service by responding promptly and efficiently to inquiries, requests, and complaints
- Coordinate the delivery of guest services by other hotel departments and outside businesses
- Process all incoming and outgoing reservation and cancellation requests in a timely manner by mail, telephone, in person, and via the applicable franchise system
- Assist guests upon arrival and handle check-in procedures swiftly and accurately
- Maximize room revenue and occupancy levels through suggestive selling
- Apply knowledge of marketing programs applicable to the hotel, local area, and all hotel functions and outlets, and properly present the programs to guests
- Handle departmental accounting of monies, receipts, guest accounts, and other forms of credit
- Operate the department's cash register
- Operate PBX (switchboard) equipment to handle incoming calls, outgoing calls, wake-up calls, and the paging of guests
- Examine the day's reservations for correct date, type of room reserved, and any special requests
- Execute reservations
- Comply with the hotel's security and emergency procedures
- Comply with all corporate office and applicable franchise policies and procedures
- Maintain order and cleanliness of the front desk area
- Provide assistance to other employees to contribute to the smooth operation of the department and hotel
- Perform other related and unrelated tasks as assigned by management
Requirements
- Ability to understand basic mathematical concepts
- Ability to check work for accuracy before sending to the corporate office
- Basic understanding of Excel
- Ability to handle and resolve guest complaints and/or knowledge and understanding of when and how to direct the guest to receive assistance
- Ability to professionally represent the hotel, deal positively with the public, and possess a pleasant telephone manner
- High school graduate or equivalent
Nice to have:
- Previous hotel front office experience (preferred)
- 2+ years related employment (sales, resort, marketing) or on-the-job training may substitute for actual front office experience
- 1 year of hotel experience (preferred)
Benefits
- Health, dental, and vision insurance (with company contribution)
