Description

Reports To: Front Office/Operations Manager

Supervises: N/A

Job Purpose: To perform in a pleasant, professional, and efficient manner, a combination of duties mainly related, but not limited, to check-in and check-out of guests which contributes to an overall positive experience. In addition provide excellent guest service to hotel guests requesting food deliveries to their rooms in according to established rules of etiquette, and to ensure a more pleasant stay. 

Shift: Must have flexible schedule - available to work weekends, mostly morning/day shifts.

Job Responsibilities:

• Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices.
• Operate telephone switchboard, process guest requests for wake-up calls, and connecting and directing calls to the appropriate extension.
• Receive, record, and relay messages accurately.
• Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bell person, Housekeeping), and follow up with guest to ensure their request has been resolved to their satisfaction.
• Provide information to guests about room features, property amenities, and local areas of interest.
• May process room service orders, answer questions on menu selection and record transactions in point-of-sale system.
• Assist guests with accessing internet and guestroom entertainment.
• Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
• Answer inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and travel directions.
• Keep records of room availability and guests’ accounts. May make, confirm and cancel reservations for guests.
• Compute bill collects payment and makes change for guests. May post charges such as room, food, liquor or telephone by hand or machine.
• Understand and enforce the hotel company credit policies. Account for all cash and makes deposits in accordance with hotel and company policies.
• Take food orders for the Restaurant and/or Room Service.
• Other duties as assigned.

Job Skills:

• Speak clearly and listen carefully.
• Use personal judgment and specialized knowledge to give information to people.
• Develop and maintain positive working relationships with others, and support team to reach common goals.
• Change easily and frequently from one activity to another such as from typing to interviewing, to searching in a directory, to using a telephone.
• Use eyes, hands, and fingers accurately while operating a switchboard or computer keyboard.

Requirements

Education 

• HS Diploma or equivalent.

Experience 

• Minimum 3 months hospitality, general office, accounts receivable or customer service experience.