Description

JOB SUMMARY: Responsible for checking guests in and out accurately and courteously

Shift Requirements: weekdays and weekends, 7am-3pm, 3pm-11pm, some mid shifts depending occupancy levels

Physical Requirements:

1. Standing/Walking: Constantly. At front desk on tile or carpet
2. Crouching (Bend at knees): Frequently. When getting supplies from cabinets, picking things up form the floor, and loading the computer printer with paper
3. Stooping (Bend at waist): Moderately. Getting keys, supplies, and doing paperwork on the front desk
4. Twisting (knees, waist, neck): Constantly. When working with several people at once; watching for guests; retrieving material
5. Reaching (overhead/extension): Constantly. Passing materials to guests over the front desk counter
6. Handling/Grasping: Constantly. Handing telephones, folios, files, fares, supplies, keyboards, grasping, pens, telephones, and credit card.
7. Pushing/Pulling: Average weight frequently 5 lbs. Maximum weight occasionally 20 lbs
8. Lifting/Carrying: Average frequently 5 lbs. Maximum weight occasionally 20 lbs

Working Environment:

1. Interior of hotel, in climate-controlled office environment
2. Exterior of hotel with exposure to weather conditions

Qualifications:

1. Excellent customer service skills
2. 1 year of previous experience in hotel setting as front desk agent preferred
3. 2 years of previous customer service experience
4. Strong English communication and organizational skills
5. Must be available to work mornings, nights, weekends and holidays

DUTIES & FUNCTIONS:

1. Check guests in and out in a friendly manner
2. Become proficient in Hotel Operating System, Key system, and phone system
3. Complete knowledge of front desk procedures, hotel services, outlets, area information, directions, recommendations, PMS system and procedures, hotel procedures and rules
4. Maintains a friendly, cheerful and courteous demeanor at all times.
5. Provide friendly assistance in answering questions and offering information to guests
6. 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
7. Maintains good customer relations by keeping aware of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone
8. Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging employees to provide guests with timely and efficient service
9. Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy
10. Update information in the computer system as needed
11. Follow checklist for required duties and timeliness. Complete all opening and closing duties.
12. Act as Manager on Duty when necessary
13. Communicate with all other departments to fulfill guests’ needs
14. Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary

Basics:

1. Attend required meetings
2. Keep work areas clean and organized
3. Be extremely courteous to all customers and fellow employees
4. Report unsafe conditions to your supervisor immediately
5. Assure all safety and security policies and procedures are adhered to
6. Maintain hotel equipment in proper working conditions
7. Any other duties assigned by your immediate supervisor

Qualifications/Benefits

Qualifications:

• Hotel Operations or Customer Service experience preferred
• Communicates effectively with others
• Works productively with a team
• Effective multitasking skills
• Composure and patience under pressure
• Skilled in working with multiple computer programs

BENEFITS:

• Medical, Dental, Life insurance
• Paid Time Off 
• Paid Community Service Days
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Valencia Hotel Group (and all its affiliates) is an Equal Opportunity Employer

Valencia Hotel Group provides equal employment opportunities to all persons. The company does not discriminate because of race, color, religion, sex, national origin, disability or ancestry in recruiting, hiring, placement, promotion or any other condition of employment and actively seeks a diverse and representative work force.