What are the responsibilities and job description for the Guest Service Rep / Front Desk - 7a-3p and 3p-11p ) Must have availability for both shifts) position at Holiday Inn Express and Suites?
Front Desk Host
Department: Front Office
Typically Reports To: Front Office Manager
Job
Front Desk Hosts are often the first point of contact and provide the first and last staff impression for most hotel guests. Front Desk Hosts build relationships with our guests by engaging with each one and looking for an opportunity to offer an unexpected kind gesture that will surprise and delight the guest whenever possible. The Front Desk team is the Hotel’s front-line Sales Team. It must be engaged in the hotel's revenue goals, work to convert every reservation opportunity, and follow the hotel's revenue and rate booking strategies.
Duties and responsibilities
- Offer a warm friendly welcome to every guest by greeting them with a smile and sincere welcome.
- Check guests in and out of the hotel, and provide information on amenities and hotel services.
- Be a positive ambassador for the community by being knowledgeable about the area and events and providing unsolicited suggestions that will enhance the guest's experience during their visit to the community.
- Answer phones promptly and courteously and handle all guest calls, messages, requests, questions, or concerns to completion.
- Strive to maximize reservation bookings and revenue by utilizing the reservation sales standard procedure.
- Prepare for the arrival of each guest by reviewing the arrivals list and fulfilling special requests, reviewing all profile notes, looking for ways to anticipate guest needs, and preparing keys and documents before their arrival.
- Record guest preferences in the system and communicate them to other staff members whenever possible to maximize the personalization of the guests’ stay.
- Seek opportunities to take extra steps of care or offer an unexpected act of kindness toward a guest or co-worker at all times while at work.
- Accurately process all cash and credit card transactions using established procedures.
- Issue, control, and release hotel master keys and guest safe deposit boxes in line with hotel procedures.
- Communicate special guest requests or problems related by guests to management and/or other departments to ensure excellent quality and service.
- Take action to solve guest problems/complaints using appropriate service recovery guidelines.
- Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns, or suspicious behavior to the supervisor or manager on duty.
- Perform secondary duties including folding laundry, cleaning, and assisting other departments as needed.
Qualifications and requirements
High School diploma /Secondary qualification or equivalent. Must speak English fluently. Basic computer operations and mathematics skills. The ability to comprehend and perform basic accounting principles and tasks is preferred.
A naturally upbeat demeanor and attitude are required for this position.
This job requires the ability to perform the following:
- Standing for up to 8 hours
- Carrying or lifting items weighing up to 25 pounds
- Handling objects, products, and computer equipment
- Basic computer skills to operate various property management and reservations systems, etc.
- Being passionate about people and service
- Strong verbal and written communication skills, including utilization of proper grammar in written communications when interacting with guests and employees
- Basic math skills are used frequently when handling cash or credit.
- Problem-solving and logical reasoning skills
- Work a flexible schedule including nights, weekends, and/or holidays
Job Types: Full-time, Part-time
Pay: From $12.00 per hour
Benefits:
- Employee discount
- Paid time off
- Retirement plan
Work Location: In person
Salary : $12