Summary Operate the functional areas of guest registration and guest service to ensure guest satisfaction and maximum hotel profitability. Accurately balances all hotel income and expenses for 24 hour hotel operating period. Essential Functions Arrives at work in a timely fashion and in accordance with the posted schedule. Abides by established uniform guidelines. Practices efficient and effective procedures. Reads and understands English to comply with function directions. Works as a member of the overall hotel team to ensure that each guest has an experience that exceeds their expectations. Maintains a “can do” and “guest first” attitude at all times. Reports any maintenance repairs to maintenance staff; records repair information in maintenance log, and follows up to ensure the work has been completed. Organize, confirm, process, and conduct all guest check-ins/check-outs, reservations, requests, changes, and cancellations. Activate and provide room keys. Addresses guest requests complaints regarding service or equipment; relay as necessary. Provide appropriate compensation if necessary. Supply guests with area recommendations and directions as well as property amenities, services, hours of operation. Resolves complaints to the satisfaction of the guest. Assures requests are made in a timely manner. Knowledgeable on PMS as it pertains to functions of the front office. Maintains personal contact with customers (both internal and external) including daily interactions with guests. Prepares and presents packages according to guest reservations, notifies Front Desk Supervisor when inventory is low. Coordinates with housekeeping supervisor daily to ensure guests special requests are met. Provides wake up calls to guest rooms. Completes information on guest folios. Maintains proper credit card records. Provides completed folios via paper or email. Runs and review daily reports/logs; addresses any unresolved issues from previous shifts/days Works to meet or exceed benchmarked scores as it pertains to the front office. Properly stocks market items and notifies Front Desk Supervisor when inventory is low. Ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, security of monies, guest security, and emergency procedures as established. Counts banks at beginning and end of shift; records accordingly. Takes control of lost and found as appropriate. Balances all room revenue and room expenses. Balances all room and tax charges. Completes designated cashier closing reports. Provides a shift report to the next shift. Sends shift report. All other duties assigned. Competency To perform the job successfully, an individual should demonstrate the following competencies: Problem Solving – Identifies and resolves problems in a timely manner; Develops alternative solutions; Uses reason even when dealing with emotional topics Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance Interpersonal – Maintains confidentiality Oral Communication – Responds well to questions Team Work – Contributes to building a positive team spirit Written Communication – Writes clearly and informatively; Able to read and interpret written information Diversity – Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment Organizational Support – Follows policies and procedures for including, but not limited to, dress code policies, cell phone, and social media Adaptability – Adapts to change in the work environment; Manages competing demands; Able to deal with frequent changes, delays, or unexpected events Attendance/Punctuality – Is consistently at work and on time Dependability – Respond to management direction; Completes tasks on time or notifies appropriate person with an alternate plan Initiative – Asks for and offers help when needed Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently Professionalism – Treats others with respect and consideration regardless of their status or position Quality – Demonstrates accuracy and thoroughness; Applies to feedback to improve performance; Monitors own work to ensure quality Quantity – Meets productivity standards; Completes work in a timely manner Safety and Security – Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly Relationships Internal: Front Office Department: receive responsibilities/tasks Guest Services: to provide customer service; receives information regarding guests needs or complaints Maintenance: notify of maintenance needs External: Guests: ensure satisfaction Qualifications 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. Education/Experience: High School Diploma or Equivalent and one year guest service/hotel experience; General Accounting Knowledge Language Ability: Ability to reach and comprehend simple instructions, short correspondences and memos; Ability to write simple correspondences Math Ability: Ability to add and subtract two digit numbers and to multiply and divide with 10’s and 100’s; Ability to calculate figures and amounts such as discounts, interest, and percentages; Ability to balance accounts, calculate taxes Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or chart/diagram form; Ability to deal with problems involving concrete variables in standardized situations Computer Skills: A general knowledge of work processing and spreadsheet functions; General ability with the hotel PMS system Work Environment The work environment characteristic describe here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee spends a significant portion of the work day moving about, speaking and listening, usually while standing. A significant portion of the time is spent using the hotel’s computer system for reservations and other guest related services. Reading and writing abilities are used often in reviewing guest registration and reservation information. The noise level in the work environment is moderate. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of the job, the employee is regularly required to stand stationary at a work station; use hands to finger, handle, or feel and reach with hands and arms. The employee is frequently required to walk short distances. A small portion of the time is spent sitting down and some of the time is spent completing departmental paperwork while remaining stationary at a work station. The employee must have the ability to actively listen and hear and communicate. The employee can be responsible to lift and/or move up to 25 pounds. Ability to see clearly printed material at close range (12 inches or less). Corrective lenses permissible. Ability to distinguish between and among colors. Ability to exercise depth perception to determine space and distance relationships. Ability to exercise peripheral vision to be aware of objects within a large area while eyes are focused on one object. Ability to hear in one of both ears so that verbal communication can be received, understood, and acted upon in a face to face basis. Ability to express oneself verbally with clarity on either a face to face or a telecommunications basis. Ability to exert a reasonably paced mobility from one point to another within a generally accepted time frame, and recognizing the conditions of the environment as to breadth/narrowness, clutter, etc. Ability to move and control one’s torso so items can be picked up from a lower surface level. Ability to grasp, hold, set down, redirect with hands or fingers, turn, control, and manipulate objects and commodities. Ability to control and utilize fingers in a dexterous and coordinated manner for such activities as writing, typing, keyboarding, slicing, chopping, operating equipment, etc. Ability to stretch body and extend arms to place or secure objects and commodities at a distance above, to the side of, or below the normal standing level of the individual. Ability to use body parts, usually arms and hands (occasionally shoulders and back) to elevate an object or commodity above its previous surface level. Ability to use body parts on a regular and continuing basis to repeat the same motions for a reasonable period of time without resting. Position Type Part Time Varied Hours Varied Schedule 6-8 hour shift AM/PM/weekends Travel No travel is expected for this position.