JOB OVERVIEW

Responsible for answering and transferring phone calls, checking guests in and out of the hotel, taking reservations, and interacting with guests to provide the best quality service possible. Performs sales and customer service functions related to guest registration, reservations, and revenue collections, in a manner that will ensure hotel guests receive a secure place to stay with friendly, attentive service.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide exceptional customer service to all hotel guests, making their stay as comfortable and accommodating as possible while achieving company goals.
• Perform quality assurance requirements for department.
• Communicate with department Supervisor regarding the status of groups.
• Communicate with Housekeeping regarding VIP arrivals and expediting VR rooms.
• Communicate pertinent shift information to Supervisor and team members verbally and in writing via logbook. Update as necessary.
• Pass on pertinent information to next shift: Group information, current selling strategy, follow-up required for guests or shift responsibilities.
• Assist team with training, supplies and support to consistently provide Brand quality service.
• Register guests, assign rooms, & issue room keys.
• Make courtesy call to guests to assure their complete satisfaction with their room, etc.
• Schedule and make Wake-up Calls.
• Receive and transmit messages.
• Keep records of occupied rooms and guests’ accounts.
• Make and confirm reservations.
• Present statements to and collect payments from departing guests.
• Provide solutions to problems for guests, associates, and management.
• Perform administrative functions for guests, i.e., faxing, copying, mailing, over-night mail service, and other clerical duties.
• Clean and maintain organized work area. Stock all printers and restock any guest supplies needed at the front desk.
• Clean, organize, and maintain lobby area (newspapers, coffee table, clean doors, windows, etc. as necessary).
• Deliver requested amenities to guest rooms (rollaway beds, cribs, pillows, blankets, towels, small amenity items, etc.).
• Count drawers, make deposit drop verified by witness, and run initials.
• Close and balance shift.
• Communicate with Housekeeping Supervisor regarding early and late check-ins, checkouts, stay-overs, and special requirements for amenities.
• Document all maintenance related requests in the Maintenance Request Log or Work Order Book.
• Always remain highly visible and available for guests.
• Take the initiative to offer assistance or answer questions throughout the hotel.
• Proper administration of key control.
• Willingness and ability to train new associates.
• Complete maintenance work orders and deliver to the supervisor in a timely manner.
• Perform all shift checklist responsibilities.
• Support team members to ensure the team’s entire workload is completed daily.
• Other duties as assigned by the Supervisor or General Manager.

EDUCATION:

• High school or equivalent (Preferred)

EXPERIENCE:

• Reservation: 1 year (Preferred)
• Customer service: 1 year (Preferred)