What are the responsibilities and job description for the Front Desk Ambassador position at Hotel Covington?
Hotel Covington is looking for a Front Desk Ambassador to provide excellent customer service for our guests at the front desk. Come grow with us!
Who We Are:
In the heart of Covington, Kentucky, Hotel Covington is locally owned and operated. Our hotel offers a charming retreat for people looking for both refined elegance and casual comfort. Our story was born from luck and kept going with true Southern hospitality in mind. Our friendly team is here to ensure guest stays are tailored experiences. We are a rapidly growing company with an expansive repertoire covering many fields of service to the public. With a knack for being unique, we do things differently. We invite our guests to be a part of our story and to create cherished memories here.
Position Summary:
• Understands guest services needs and exceed guest expectations by taking advantage of opportunities to add a special touch
• Handles guests’ check-ins/check-outs in accordance with hotel standards in an efficient and friendly manner
• Responsible for interacting with guests in the lobby, while ensuring the area is neat and tidy
• Input and retrieve information from the computer and PMS system
• Confirm guest information, room rate, selection of room, code electronic keys
• Provide information to guests about hotel amenities & local area
• Ensure rooms and services are correctly accounted for and charged
• Handling money, processing credit and debit cards, accepting various forms of payment, and processing gift cards/certificates
• Demonstrate knowledge of hotel information including room categories, room rates, packages, promotions, the local area, and other general product knowledge
• Use up-selling techniques and promote marketing programs to maximize room occupancy and profit
• Answer and manage phone calls in a timely manner, managing multiple tasks at once
• Respond to guest inquiries and requests and resolve issues in a timely, friendly, and efficient manner
• Field guest complaints, conduct research, and resolve and negotiate solutions for guest satisfaction
• Receive, retrieve, and relay messages and packages to guests
• Provide recognition to repeat guests
• Maintains and adheres to hotel policies regarding a cash bank and makes daily deposits with accurate report of receipts
• Assist other departments as necessary, including but not limited to, assist valet with guest vehicles and shuttle runs
Job Requirements:
• Good reading, writing, and oral proficiency in the English language
• Excellent phone etiquette and verbal communication skills.
• Able to work well unsupervised
• Open availability strongly preferred
• Strong computer proficiency and email communication skills.
• Attention to detail and the ability to resolve customer issues.
• Understands guest services needs and exceeds guest expectations by taking advantage of opportunities to add a special touch
• Provides recognition to repeat guests
• Minimum one year experience in guest/customer services environment
Teamwork:
• Maintain a good working relationship with other associates by promoting teamwork and fostering a harmonious working climate
• Partake in a positive work ethic and surrounding environment
Standards:
• Demonstrate high degree of drive and determination
• Constantly recommend service and product improvements to better the operation
• Keep the work area clean and tidy at all times
• Attend all required meetings
• Follow proper payroll and uniform procedures
• Properly handle and report associate and guest incidents
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards
• Assist with responsibilities and duties in other departments and as assigned by management
• Due to the cyclical nature of the hospitality industry, associates will be required to work varying schedules to reflect the business needs of the hotel
• Able to work alone without direct supervision
Physical Demand:
• Mobile position required 100% of the time
• Computer use 75% of the time
Hotel Covington does not discriminate on the basis of race, disability, veteran status, sexual orientation, gender identity, or any other basis protected under federal, state or local laws. Hotel Covington is a smoke-free, drug-free facility, and an equal opportunity employer.