About This Role
Overseeing front desk duties during the night shift and ensuring guest payments are posted and all accounts are reconciled for the day is the core of this role. It suits a professional who can maintain a friendly demeanor while efficiently handling guest inquiries and resolving issues.
Responsibilities
- Maintain a friendly, professional, cheerful, and courteous demeanor at all times
- Accurately answer inquiries from potential guests and accept hotel reservations
- Consistently resolve guest problems and complaints in an efficient manner while demonstrating a sense of urgency
- Respond to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion
- Use suggestive selling techniques to sell room nights, increase occupancy and revenue
- Resolve customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service
- Allocate rooms to expected arrivals after checking the guest preferences and special requests
- Ensure phone calls, wake up calls and messages for guests are handled in a prompt, efficient and professional manner
- Cross check all billing instructions to ensure they are correctly updated
- Handle group arrivals and pre-register each guest
- Ensure payments are made or on file for each guest and that billing is routed for groups correctly
- Complete cash transactions and maintain full responsibility for personal bank
- Ensure Front desk log (book or system) is read and updated
- Ensure safety by following guest check-in and security procedures and reporting suspicious activity to security, manager, or MOD
- Balance accounts from the day shifts
- Check all payment methods are up to date and correspond to the rooms they are on file with
- Post transactions from outlets to appropriate rooms or ledger accounts
- Verify that all end of day work has been performed
- Ensure that M3 is balanced and any out of balance issues are reported to immediate supervisor before rolling the day
- Enter room cleans in Hotel Effectiveness
- Attend meetings as required
Requirements
- Experience in customer service, forward-facing, or other guest-related positions
- Experience with brand or property specific PMS, Quore, PBX and other hotel related systems
- Proficient in Microsoft 365 or similar computer applications
- Minimum High school diploma, GED or equivalent
Nice to have:
- Prior experience in the hospitality industry as a front desk agent or night auditor
