Job overview
Check-in / check-out hotel guests in a timely and professional manner; process all payments according to established procedures to ensure guest satisfaction.
Duties and Responsibilities
- Welcomes guests in a friendly, prompt, and professional manner.
- Register guests, issue room keys, provide information on hotel services and room location; prepare for group check-in and out and VIP arrivals;
become informed of events / functions in the hotel during the shift. Answer phones promptly and courteously.
- Accurately process all cash and credit card transactions per established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposits, and counting / securing assigned banks.
- Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
- Respond appropriately to guest requests; promotes hotel services, facilities, and outlets; provide guests with information such as local attractions and directions to increase satisfaction.
Make appropriate service recovery gestures to ensure total guest satisfaction.
- May routinely book guest reservations for individuals and / or groups that are requested either by phone or from within the hotel, process cancellations, revisions, and information updates on changes.
- In carrying out your duties you will follow all Company and Brand Standards.
QUALIFICATIONS AND REQUIREMENTS
- High School diploma or equivalent, plus one-year front desk / guest service experience. Some college is preferred.
- Must speak fluent English. Other languages preferred.
- This job requires the ability to perform the following :
- Frequently standing up behind the desk and front office area
- Remain stationary for extended periods.
- Carrying or lifting items weighing up to 50 pounds
- Handling objects, products, and computer equipment
- Use a keyboard to operate various property management and reservations systems, etc.
- Other :
- May be required to work nights, weekends, and / or holidays.
Work Area : Front Office
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