Front Desk Representative

Summary: Front Desk Representatives are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest’s account upon completion of their stay. Primary responsibilities include: registering guests, making and modifying reservations, hotel operator, and concierge duties. Providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy

Essential Duties and Responsibilities: include the following. Other duties may be assigned by supervisor as needed.

• Self-starting personality with an even disposition to effectively communicate with guests, team members and community.
• Be familiar with and adhere to Legacy Ventures Service standards as outlined in the Blueprint and other policies / rules of conduct, to include personal appearance / grooming, attendance and safe / efficient operations.
• Respond to guest immediately upon entering the lobby, 10-5 Rule should be maintained at all times.
• Greets, registers, and assigns units to guests.
• Date stamps, sorts, and racks incoming mail and messages.
• Transmits and receives telephone messages.
• Answers inquiries pertaining to hotel services; registration of guests; and shopping, dining, entertainment, and travel directions.
• Keeps records of unit availability and guests' accounts.
• Computes bill, collects payment, and makes changes as required for guests.
• Makes and confirms reservations.
• Makes restaurant, transportation, or entertainment reservations, and arranges for tours.
• Deposits guests' valuables in hotel safe or safe deposit box.
• May be required at any time to fill in the job duties of either the reservationist or the PBX operator (review individual job descriptions).
• Uses suggestive selling skills and company sales programs to maximize revenue and occupancy levels.
• Reports all necessary reporting procedures in documenting guest requests.
• Handles accounting of money, receipts, guest accounts and credit through operation of the Front Desk computer system and completion of reports required to ensure company funds are secure.
• Proper uniform, and name tag worn at all times.
• Uses guests name a minimum of three times during check-in and check-out.
• Insures that incoming calls to the switchboard are answered within three rings.
• Must be knowledgeable of all in-house services and able to assist guests when questioned.
• When responding to the switchboard, the proper telephone script must be always used.
• Must respond to a guest request within 10 minutes of time request was made.
• Unit directions, along with hotel outlets, along with hours of operation must be explained to all guests.
• Outgoing facsimile messages must be sent within five minutes from the time requested.
• Guests must be notified of an incoming fax within five minutes.
• When approached by a guest with a problem, team member will empower himself/herself with the responsibility of assisting the customer in solving the problem.
• Interacts with internal and external customers in a positive, professional and accommodating manner.
• Courtesy calls must be placed to newly rented units to ensure guest is completely satisfied.
• Team member will understand the financial goals of their department and hotel.
• Team member will understand the role they play in attaining the financial goals of their department and hotel.
• Perform any other job-related duties as assigned.

Qualifications

Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must have a flexible schedule and ability to work days, evenings or nights any day of the week, including weekends and holidays.
• Must have exceptional customer service skills
• Demonstrated ability to perform multiple tasks in a busy environment and remain flexible
• Ability to work well in a team environment
• Must have a self-starting personality with an even disposition to effectively communicate with guests and staff.
• Possess excellent written, verbal, and organizational skills. Computer literacy and financial management a must.

Education and/or Experience: College degree preferred. High school diploma or general education degree (GED); or one to three years related experience and/or training; or equivalent combination of education and experience.