Job Overview

Supervises front office staff ensuring an efficient operation producing excellent results for our customers. 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.

Responsibilities

• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
• Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.
• Coordinate guest service efforts to include group and VIP arrivals and departures, and guest transportation, while maximizing the guest experience through top quality customer service.
• Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts ensuring the guests are satisfied.
• Train, direct the work of, resolve issues / problems and coach and counsel the front desk team members to ensure a quality operation.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Ensures the entire front desk team 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.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• 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.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Performs other duties as assigned, requested or deemed necessary by management.

Qualifications

Education / Formal Training

High school education or equivalent experience.

Experience

1 or more full years employment experience in a related position with this company or other organization(s).

Knowledge / Skills

• Requires understanding of all hotel front office procedures.
• Requires high school graduate level mathematical aptitude and knowledge of standard cash handling procedures and computerized cash register systems.
• Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
• Requires knowledge of company / hotel policies and procedures and the ability to determine course of action based on these guidelines.
• Requires supervision / management skills.
• Ability to communicate information and hotel services to management and guests. Second language may be required.
• Must be able to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to communicate in person and on telephone frequently.
• Ability to read written communiqués, analyzing reports and seeing monochrome computer screen.
• Excellent speech communication skills required for continual interaction with guests. Frequent use of phone.
• Excellent literacy necessary to analyze report data, prepare reports and initiate correspondence.
• Continuous standing 90% of time -communicating with guests.
• No climbing required. No driving required.
• Lifting up to 50 lbs. guest luggage; limited. Pushing up to 50 lbs. bell cart; limited. Pulling up to 50 lbs. bell cart;

limited. Carrying up to 25 lbs. guest luggage; limited.

Continuous standing -80% of shift.

Environment

Prolonged standing at indoor, thermostatically climate-controlled work station under florescent lighting. Work inside 95%

Posting Expires on 6 / 20 / 2024

Benefits

What’s in it for you?

Full-time Benefits : (30 hours worked on average per / week) :

• Medical, Dental, Vision insurance (average 30 hour per week to qualify for benefits)
• Health savings and flexible spending accounts
• Basic life and AD&D insurance
• Short- & long-term disability
• Mental health resources including an Employer Assistance Program (EAP)
• Paid time off (PTO), sick pay, and holiday pay
• Eligible to participate in the company’s 401(k) program with employer matching
• Free Employee Meals (Wednesdays Sundays)
• Tuition Reimbursement
• Discount rates on Sage and Marriott hotels and Sage Restaurants

Last updated : 2024-05-12