Job Title: Guest Services/Front Desk

Reports To: Front Desk Manager/Operations Manager/General Manager

Position Summary:

To create 100% guest satisfaction by providing efficient and effective front desk service

Responsibilities:

● Creates 100% guest satisfaction by providing fast and friendly genuine hospitality and by exceeding guest expectations

● Gives personal attention, takes personal responsibility and uses teamwork when providing guest service

● Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems

● Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction Guarantee

● Performs other duties as required to provide fast and friendly genuine hospitality

● Provides guests with assistance at the front desk during the check-in and check-out processes and throughout their stay.

● Greets guest and processes hotel registration

● Keeps current on hotel accommodations, services and area attractions

● Responds to customer inquiries for information

● Arranges for services requested by the guest by working with other departments as appropriate

● Stays current with developments in the hotel by reviewing and updating the communication log

● Maximizes revenue and cash flow by promoting hotel services and adhering to credit and inventory control processes

● Offers guests updated rooms and promotes hotel amenities, food and beverage outlets and services

● Makes reservations in accordance with hotel’s yield management practices

● Processes customer credit at check-in in accordance with hotel policy

● Identifies and records special billing instructions and notifies accounting

● Obtains appropriate approvals and signatures

● Follows hotel policy on cash banks

Prerequisites:

● Focus on the Customer: Seek to understand the guest, internal and external customer and meet and exceed the needs of both the customer and the company.

● Attention to detail: Ensure that work is accurate, thorough and to the highest standards.

● Take Responsibility: Demonstrate personal ownership of tasks and follow through to get the required results.

● Build Strong Relationships: Foster trust and cooperation among coworkers, customers and suppliers; develop and sustain personal contact in order to provide mutual benefit.

● Foster Teamwork: Work well in a team environment and motivate teams to sustain exceptional levels of performance.

● Communicate Effectively: Clarify and provide information so that coworkers, customers, and suppliers understand and can take action.

● Technical Service Skills: Demonstrate understanding of the technical service skills for assigned area (i.e. food & beverage service, housekeeping, etc.)

● Point of Sale: Skilled in utilization of point of sale systems and/or other back-of the house systems.

● Upselling: Know the available products and services and suggest alternatives.

● Reservations Process: Understand the reservations process including the role of the Reservation Center, distribution channels and reservations flow.

Competencies

● Strong organizational skills.

● Must be able to work independently.

● Able to multitask and work under varying conditions.

● Excellent people skills

● Must meet/exceed the team expectations

● Energetic personality

Work Environment

● This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

● Walking and Standing required throughout the entire shift

● Continuously reach, bend, lift, carry, stoop and wipe required throughout the entire shift. May lift and carry up to 50 pounds.

Education and Experience

● High school or equivalent education with concentration in business.

Job Type: Full-time

Pay: $14.00 - $18.00 per hour

Expected hours: 32 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Weekends as needed

Work setting:

• In-person

Education:

• High school or equivalent (Required)

License/Certification:

• Driver's License (Required)

Ability to Relocate:

• Ocean City, MD 21842: Relocate before starting work (Required)

Work Location: In person