Front Desk Receptionist

Job purpose

To consistently and professionally perform all front desk duties in accordance with Red Roof Inn Franchise brand standards.

Responsibilities

• Inspect all Vacant Ready and Departure Rooms, Vacant Cleaned by Housekeeping rooms Daily.
• Report to work on time and in proper uniform adhering at all times to company grooming standards.
• Maintain complete knowledge of correct maintenance and use of equipment.
• Anticipate guests’ needs, respond promptly and acknowledge all guests regardless of business volume.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of front desk work area.
• Demonstrate complete knowledge at all times of:

A. Hotel features/services and hours of operation.

B. Room types, numbers, layout, décor and locations.

D. Daily house count and expected arrivals/departures.

E. Room availability for any given day.

F. Scheduled in-house group activities, locations and times.

G. Must be knowledge, aware and ready with all “emergency” procedures.

H. Hotel and departmental policies and procedures.

• Answer incoming calls within 3 rings using correct greeting and telephone etiquette.
• Review par levels for supplies during shift and replenish as needed.
• Make guest reservations when applicable.
• Consistently update front desk communication/guest service log.
• Enter all maintenance requests into Hotel Service Pro as requested.
• Maintain a professional voice and demeanor when communicating over the hotel radio.
• Assist front office management team with reviewing the following reports:

B. Reservations made yesterday

C. Rate check / Rate variance

D. Housekeeping status reports

• Anticipate low occupancy periods and/or low housekeeping staff availability and coordinate blocking of rooms with Manager on Duty.
• Run Departures List, In House List, Vacant Room List and Arrivals List Daily as per the company requirements. For Night Audit, run Night Audit Package Reports (Hotel Statistics, Final Audit, Clerk Activity, All Transactions)
• Perform necessary functions for setting up the next shift.
• Assist guests with reports of lost/stolen articles and enter into HotelKey under Lost/Found section following hotel policy.
• Conduct daily check of Reminders in current HotelKey pms system and follow-up and resolve any In House feedback provided from guest and enter all remarks and resolution in Stay Tab for Room number that shows in Reminder(s).
• Ensure safety & security of guest room access at all times.
• Assist front office management team in researching disputed charges as requested
• Review the arrivals report for accuracy. Check printed registration cards against information on the arrivals report, rectify and deficiencies as needed.
• Ensure that all VIPs are pre-registered according to standards.
• Work closely with housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report any guest concerns.
• Enter all guest maintenance issues into Hotel Service Pro. Follow up to make sure that issues have been resolved by maintenance staff in a timely manner.
• Print special requests report and block rooms according to specifications.
• Balance room types throughout day.
• Print credit check report and review status of each account. Follow up on accounts beyond approved credit limit.
• Review Arrivals report and prep for check-in/preregistration prior to upcoming weekend.
• Coordinate delivery time of amenities with food and beverage to ensure timely delivery.
• Review requests for late check-outs and obtain proper approval from management. Communicate information to housekeeping department.
• Check for any special shuttle service requests.
• Print report for room discrepancies, rectify with housekeeping management and update PMS system accordingly.
• Ensure that all shift checklists are completed.
• Communicate all pertinent information to the next shift, especially as it pertains to “follow up” items.
• Maintain confidentiality of guest information and hotel data.

Guest Relations

• Is proactive and demonstrates a sense of urgency when dealing with guest concerns.
• Is readily available and approachable to all guests.
• Interact with guests on a frequent basis to obtain feedback about their experience.
• Anticipate the needs of large groups or high-profile guests in order to deliver flawless service.
• Be visible at the front desk during shift. Never leave the front desk unattended.

Team Interaction

• Encourage and build mutual respect and cooperation among team members.
• Communicate effectively with all property team members.
• Respond in a timely manner to all members of the Management Team.
• Be professional and courteous towards team members at all times.

Company/Brand Policies & Procedures

• Ensure that all brand standards are adhered to and that the brand culture is promoted within the department.
• Adhere to safety policies and procedures to ensure a safe working environment for all team members.

Qualifications

• High School diploma or equivalent.
• Ability to perform job functions with attention to detail, speed and accuracy.
• Ability to prioritize and organize.
• Clear thinker, remaining calm and resolving issues using good, sound judgement.
• Ability to follow directions thoroughly.
• Ability to stand for long periods of time.
• Able to professionally handle guest complaints.
• Able to work effectively and efficiently with all departments.
• Willing to work flexible hours to include weekends, holidays and late nights.
• Maintain a professional appearance at all times.
• Able to multitask and work in a fast paced environment.
• MUST have a passion for providing “excellent” customer service experience.

*And any other job function deemed appropriate by management*

Job Types: Full-time, Part-time

Pay: $12.00 - $15.00 per hour

Expected hours: No less than 32 per week

Benefits:

• Flexible schedule
• Health insurance
• Paid time off

Work Location: In person

Salary : $12 - $15