What are the responsibilities and job description for the Front Desk position at COTTONTREE PARTNERS LIMITED PARTNERSHIP?
Position Summary
Represents the hotel to our guests throughout all stages of the guest's stay by working with all hotel personnel to ensure every guest experiences a superior stay.
Our staff prides itself on providing outstanding hospitality to our guests, and our Front Desk team is a significant part of this.
Essential Duties and Responsibilities
The following essential duties may be carried out with or without reasonable accommodation:
- Receives incoming communications via phone, computer, or other electronic communication and responds appropriately with emphasis on outstanding guest service.
- Delivers amenities to guests’ rooms.
- In the absence of bellperson or housekeeping, handles minor maintenance tasks.
- Keeps the workspace tidy and guest ready.
- Maintains an inventory of vacancies, reservations, and room assignments.
- Processes same day reservations, future reservations, and cancellations.
- Knows room locations, types of rooms available, and room rates.
- Registers arriving guests and assigns rooms.
- Coordinates room status updates with the housekeeping department by notifying housekeeping of all updates.
- Coordinates guest room maintenance work with the maintenance division.
- Uses persuasive selling techniques to sell rooms, encourage participation in brand loyalty program, and to promote other hotel services.
- Ensures knowledge of daily activities and meetings taking place in the hotel and reports any unusual occurrences to the manager or assistant manager.
- Manages and resolves all guest complaints in a professional and courteous manner and involves management according to their direction on how to handle complaints.
- Processes guest check-outs and handles monetary transactions and ensures customers' privacy is maintained.
- Maintains a high level of professional appearance and demeanor.
- Helps train new employees.
- Follows all policies and procedures.
- Performs other duties as assigned.
Property-Specific Essential Duties
- Performs meeting room set up, putting tables and chairs into place.
Other Duties and Responsibilities Performed Occasionally
- Baking premade cookies, depending on property.
- Lobby tidy up.
Knowledge, Skills, and Abilities
- Ability to communicate with guests, hotel staff, and management in a professional manner.
- Knowledge of surrounding areas and local events.
- Ability to understand and adhere to proper credit, check cashing, and cash handling policies and procedures.
- Able to properly secure guest information.
- Ability to learn policies and procedures.
- Skilled in the use of front office equipment and telephone etiquette.
- Ability to work a flexible schedule, including weekends and holidays.
- Ability to use common internet services quickly and accurately.
- Proficiency in computer keyboarding and general computer literacy.
- Problem solving skills. Excellent customer service and de-escalation skills.
- Service and customer orientation.
- Ability to apply good judgment within defined guidelines and rules.
- Physical ability to stand or remain stationary at front desk for majority of shift.
- Sufficient ability to traverse interior of property.
Education and Experience
- High school diploma or equivalent preferred.
- Previous hotel-related experience preferred.
- Minimum 16 years old.