Host Team Member Rooms

Job Summary: 

Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures.  

Duties and Responsibilities:

• Greet guests in a friendly, prompt and professional manner.

• Register guests, issue room keys, provide information on hotel services and room location.

• Answer phones in a prompt and courteous manner. /PBX Shifts

• Up-sell rooms where possible to maximize hotel revenue.

• Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.

• Issue, control and release guest safe-deposit boxes.

• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.

• Respond appropriately to guest complaints. Make appropriate service recovery gestures in order to ensure total guest satisfaction.

• May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes.

• Promote teamwork and quality service through daily communications and coordination with other departments.

• Answers calls within the prescribed time frame, respond to the caller in a professional manner and according to established scripts and standards and promptly route calls to its destination.

• Provide callers with local directions and general information in a courteous and accurate manner.

• Acts as central communications point during emergency/crisis situations. Follow emergency, safety and security procedures including calling local fire, police, poison control, etc. for assistance.

• Respond to in-house guest concerns or complaints in a timely manner. Make appropriate service recovery gestures according to established guidelines.

• Notify management of any malfunctioning telephone equipment or accessories.

• May operate in-house paging system as well as serve as base communications with security and maintenance departments.

• Promote teamwork and quality service through daily communications and coordination with other departments. Be aware and prepare for all in-house group meetings and VIP arrivals.

• Perform other tasks including recording incoming packages, mail or faxes and promptly notify guests, providing guest room tours, concierge services, special guest requests, etc.

• Perform any other duties as assigned

Minimum Qualifications:

• High School diploma or equivalent

• Plus one (1) year of hotel guest service experience

• Must speak fluent English

• Must have a flexible schedule. May be required to work nights, weekends, and/or holidays

Preferred Qualifications:

• Some college work completed

• Bilingual in other languages is a plus

• Knowledgeable of the OPERA system

• Excellent communication skills

Physical Requirements:

• Required to stand, sit, or walk for an extended period of time

• May frequently be required to stoop, kneel, and crouch duration of shift (eight hours or longer)

• Repetitive hand motion (typing) for extended periods of time

• May frequently lift, move, and/or push up to 30 pounds without assistance