Purpose for Position

To maintain a high quality of services offered to guest through the functional areas of reservations, guest registration, telephone services and guest accounting, so as to maintain established hospitality and operational standards.

Essential Responsibilities

1. Maintain high standards of guest service, quality and hospitality.
2. Contributes to the guest’s satisfaction and perception of service.
3. Responsible for registering incoming guests with complete and required information.
4. Responsible for checking out guests who are leaving with correct procedures.
5. Correctly operate switchboard, take full and complete messages and transfer calls for guests, staff and employees.
6. Correctly take incoming reservation requests, completing all information as required. Verify all information.
7. Must be aware of room rate structure and upsell rooms.
8. Responsible for posting all types of charges to the guest’s room account, i.e. phone, laundry, miscellaneous, etc.
9. Operate reservation computer system.
10. Must be able to account for cash, check, credit card or direct billings by guests and follow procedures in procuring payment on accounts.
11. Responsible for checking reservations daily and blocking rooms if applicable.
12. Responsible for filing reservations in proper place.
13. Correctly balance shift report and deposit and account for shift activity.
14. Correctly accept, account for and store guest’s valuables in safety deposit boxes.
15. Must check for “Sleepers”.
16. Correctly prepares accurate vacancy and room status reports.
17. Responsible for logging and making “Wake-up” calls as requested.
18. Must be current and aware or communication log.
19. Responsible for checking travel agent commission vouchers for accuracy.
20. Types travel agent commission checks and researches commission requests.
21. Prepares rooms for renting if necessary.
22. Acts as courtesy van driver if necessary.
23. Performs clerical, filing and light bookkeeping duties.
24. Closes pool and assist in meeting rooms.
25. Delivers cribs, linens, etc. to guests.
26. Assists guests in hook up of VCR and ADA equipment.
27. Performs any other duties as required.

To perform this kind of work you must be able to:

• Deal with the general public, guests and employees with tact and courtesy.
• Work alone at times and take care of any emergency procedures (crisis management).
• Plan and organize work neatly.
• Read and interpret any information.
• Change activity frequently and cope with interruptions.
• Handle difficult guests with calm, professional attitude.
• Follow established procedures.
• Speak and write clearly.
• Accept responsibility for shift.
• Use a computer, typewriter, ten-key adding machine and cash register.