Assists guest check-ins, processes reservations, and coordinates guests’ services through various departments.
ESSENTIAL FUNCTIONS:
Available to cover three weekday swing shifts and two AM weekend shifts.
Provides courteous guest service by responding promptly and efficiently to inquiries, requests and complaints, and by accurately processing guest mail and messages.
Coordinates the delivery of guest services by other hotel departments and outside businesses
Processes all incoming and outgoing reservation and cancellation requests in a timely manner by mail, telephone, in person and via the applicable franchise system.
Check-in and Check-out departing guests in the most efficient manner possible, following all established procedures and policies.
Maximizes room revenue and occupancy levels through suggestive selling.
Applies knowledge of marketing programs applicable to the hotel, local area and all hotel functions and outlets, and properly presents the programs to guests.
Handles departmental accounting of monies, receipts, guest accounts and other forms of credit.
Operates the department's cash register.
Maintains information and communication sources such as room rack, telephone information rack, log book and applicable franchise directories.
Operates PBX (switchboard) equipment to handle incoming calls, outgoing calls, wake up calls and the paging of guests.
Operates the applicable franchise terminal and performs designated training and maintenance tasks.
Monitors in-house computer accuracy to ensure maximum occupancy.
Examines the day's reservations for correct date, type of room reserved, and any special requests.
Complies with the hotel's security and emergency procedures as well as operational policies and procedures.
Complies with all corporate office and applicable franchise policies and procedures.
Maintains order and cleanliness of the front desk area.
Provides assistance to other employees to contribute to the smooth operation of the department and hotel.
Complete all items on checklist prior to completing shift close out.
Participates in MOD schedule with Front Desk Manager or General Manager are off property.
Performs other related unrelated tasks as assigned by management.
JOB SPECIFICATIONS:
Essential Skills
Requires familiarity with applicable franchise front desk standards and procedures or ability (gained through 2+ years previous experience related employment or front desk experience) to quickly become familiar with applicable franchise standards and procedures.
Must possess knowledge of hotel interdepartmental relationships as well as all operations pertaining to front desk: Reservations, Guest Registration, Concierges Services, Telephone Services, and Guest Accounting.
Must have ability to handle/resolve guest complaints and/or knowledge/understanding of when and how to direct the guest to receive assistance.
Must have ability to professionally represent the hotel, deal positively with the public, and possess pleasant telephone manner.
Knowledgeable in Reservations/Inventory management.
Educational/Vocational Preparation
High school graduate or equivalent.
Previous hotel front office experience preferred; however, ability gained through 2+ years related employment (sales, resort, marketing) or on-the-job training may substitute for actual front office experience.
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