Description

JOB SUMMARY: Provide service to guests. Assist them with checking into and out of the resort, answer questions, handle or refer problems. Perform record-keeping and clerical tasks related to guest stays and accounts.

REPORTS TO: Front Office Manager

PRIMARY DUTIES AND FUNCTIONS:

• MORNING SHIFT:

1. Provide service to guests, check them in and out of rooms, help them settle their accounts, handle or refer complaints, answer questions, supply needed information or literature, etc.
2. Using BEO verify all billing requirements and check in destination folios for groups.
3. Print arrival list for 3 days out. Check for rooms blocked, highlight all member guests and senior citizens, highlight special occasion packages and do memo, highlight golf packages and do card for golf pro. Highlight any and all information that will help during check in.
4. Transfer folios in pit to proper rooms for payment.
5. Check departing guests out of system.
6. Check status of rooms; follow through with housekeeping department as needed.
7. Check arriving guests into system, making sure all information is correct.
8. Order and pick up supplies when necessary; pick up dues and change from accounting.
9. Run shift audit – MAKE SURE EVERYTHING BALANCES

• EVENING SHIFT:

1. Discuss with morning shift any potential problems; verify any rooms left to check out; check out of system.
2. Print registered guest ledger by name; call house counts into kitchen and bar by 5PM. Print registered guest ledger by room number for night manager.
3. Due speed check out cards for next day departures.
4. Post all late charges and run credit cards; send copies to guest.
5. Post all charges.
6. Check to see all rooms are ready. Notify housekeeping immediately if not.
7. Provide service to guests; check them in their rooms, handle or refer complaints, answer questions, supply needed information or literature, etc.
8. Print reg cards for the following day; sort alphabetically and by party; highlight any notes that are important, stamp or write member credits or senior discounts on bottom of reg cards and their amounts.
9. Run shift audit – MAKE SURE EVERYTHING BALANCES

RESPONSIBLE FOR: Money and keys.

PHYSICAL DEMANDS: Must be able to stand for long periods of time.

WORKING ENVIRONMENT: Front Office has poor ventilation and lighting also very close quarters especially when 2 or more staff members are working.

HAZARDS ENCOUNTERED: Normal everyday office safety hazards including possible shock form equipment and eye strain form extended computer use.

NOTICE

Job descriptions are not intended, and should not be construed, to be exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job. While this job description is intended to be an accurate reflection of the requirements of the job, management must reserve the right to add or remove duties from particular jobs when circumstances (e.g. emergencies, changes in workload, rush job, or technological development) dictate. Because of various seasonal requirements, jobs in other areas of the resort may be offered as a replacement for this position to include work in other areas e.g. grounds maintenance, housekeeping, kitchen, etc.

Requirements

SKILLS REQUIRED: Good manners, good speaking voice, legible handwriting, good customer relation’s skills, some typing skills and good clerical skills.

EDUCATIONAL REQUIREMENTS: Ability to read, write and speak English.

PRIOR EXPERIENCE: Prior service work and prior general office work are very desirable. However, training can be provided.

SPECIFIC KNOWLEDGE REQUIREMENTS: After training, knowledge of all Front Desk systems; familiarity with Reservations Department forms and procedures.

PERSONALITY REQUIREMENTS: This individual must be service-oriented and able to project a friendly, hospitable feeling to the guests. Must be cooperative, calm, patient and must enjoy working with all types of people.