GENERAL PURPOSE

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. Manages front office staff during appropriate shifts.

ESSENTIAL DUTIES/RESPONSIBILITIES

Manage the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.

Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.

Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.

Completes established check-in procedures for arriving guests and facilitates guest departure in order to close the guest account and make the room available for the next guest.

Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.

Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.

Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.

Operates the PBX equipment, including, assisting outgoing calls, scheduling and setting wake-up calls and paging guests.

Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.

Maintains a friendly, cheerful and courteous demeanor at all times.

Performs other duties as assigned, requested or deemed necessary by management.

OTHER DUTIES/RESPONSIBILITIES

Processes all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and to guests in order to ensure the information is received by the guests in the most timely and accurate method possible.

Contributes and maintains established information and communication sources such as department and front desk log books in order to enhance department communications and operations.

Is well groomed and in uniform with name tag at all times.

Maintains and controls the keys at the front desk

Participate in hotel committees and task force assignments.

Assist all departments in servicing the guests during high volume periods.

No travel required.

Hours: 45-50 hours over a five-day period; scheduled days and times may vary based on need.