JOB OVERVIEW: Greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of stay to meet Best Western and brand high standards of quality.

REPORTS TO: Front Office Manager

ESSENTIAL JOB FUNCTIONS:
1. Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.

2. Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote Crescent and brand marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.

3. Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers checks, and other forms of payment. Convert foreign currency at current posted rates. Post charges to guest rooms and house accounts using the computer.

4. Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.

5. Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.

6. Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.

7. Comply with attendance rules and be available to work on a regular basis.

8. Perform any other job related duties as assigned.
RESPONSIBILITIES:

• Posts room charges and taxes to guest accounts.
• Processes guest charges voucher and credit card vouchers.
• Post charges to the guest accounts that have not been posted or were incurred on the night audit shift.
• Transfer charges and deposits to master accounts.
• Checks to see that all charges are assigned to the appropriate departments.
• To verify that all transactions performed at the front desk are supported by documentary evidence and signatures as necessary and that they have been correctly posted and allocated into PMS system.
• Is able to function as a front desk agent especially in terms of check-in and check-out procedures.
• Tracks room revenues, occupancy percentages, and other front office statistics.
• Prepares a summary of cash, check, and credit card activities.
• Prepare of End of day procedure.
• Must have complete knowledge of emergency procedures.
• Balance the day’s charges, making corrections as necessary.
• Understand principles of auditing, balancing, and closing out accounts.
• Operate hotel PMS and other front office equipment.
• Respond to guest needs, special requests and complaints and alert the appropriate manager as needed.
• Other duties as required or assigned by member of management.

REQUIREMENTS:

• Ability to walk or stand for long periods of time as customary in a hotel front office environment.
• Ability to communicate effectively both verbally and in writing.

QUALIFICATIONS:

• Minimum one year of hotel front desk experience, experience handling cash, accounting procedures, and general administrative tasks.

Job Types: Full-time, Part-time

Pay: $10.00 - $12.00 per hour

Expected hours: 40 per week

Benefits:

• Employee discount

Schedule:

• 8 hour shift
• Monday to Friday
• Night shift
• Weekends as needed

Work setting:

• In-person

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person