Description

BASIC PURPOSE: Check-in and check-out guests and respond to inquiries and problems in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all SOPs and LSOPs.

ESSENTIAL FUNCTIONS:

1. Handle guest registration and room assignments, accommodating special requests whenever possible.

2. Pre-register, block reservations and take same day reservations and when necessary future reservations following hotel rate structures, discounts, and sell strategies.

3. Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in a efficient and friendly manner.

4. Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc.

5. Cancel room reservations according to procedures.

6. Walk customers in a professional and courteous manner according to procedures.

7. Inventory guest room keys according to policy and request re-keying as necessary.

8. Assist with responsibilities and duties in the absence or heavy volume in the areas of Bell Person, PBX Operator, and Reservationist.

9. Verify registration cards against computer to ensure accuracy of name, type of payment, rate, market segment.

10. Comply with all company policy and procedures.

11. Other tasks as assigned.

Qualifications

Education: High School education or equivalent experience.

Experience: Hotel Front Desk experience preferred, but not required.

Skills and Abilities:

• Ability to operate office machines such as personal computer, copier, printer, phone, etc.
• Ability to comprehend and process basic math.
• Telephone and guest relations etiquette and skills.
• Ability to lift files/papers up to 5 lbs, 50% of time. May lift luggage up to 50 lbs.
• Ability to move between front desk, PBX and accounting and various other areas in the hotel, 15-20% of time.