Responsibilities and Duties:

• Greet customers immediately with a friendly and sincere welcome. Use a positive and clear

speaking voice, listen to understand requests, respond with appropriate action and provide accurate
information such as outlet hours and local attractions.

• Complete the registration process by inputting and retrieving information from a computer system,

confirming pertinent information including number of guests and room rate. Promote marketing
programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys,
certificates, coupons and refreshment center keys as appropriate. Requires continual standing and
movement throughout front office.

• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash

make change and balance an assigned house bank. Accept and record vouchers, travelers’ checks,
and other forms of payment. Perform accurate, moderately complex arithmetic functions using a
calculator. Post charges to guest room and House accounts using the computer.

• Promptly answer the telephone using positive and clear English communication. Input messages

into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail,
small packages and facsimiles for customers as requested.

• Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction,

research and attempt to resolve problem within established guidelines; may include turning
problem over to a supervisor.

• Field guest complaints, conducting through research to develop the most effective solutions and

resolve complications such as location changes or credit issues. Listen and extend assistance in
order to resolve problems such as price conflicts, insufficient heating, or air conditioning, etc.
Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and
implement detailed steps by using experienced judgment and discretion.

• Summon guest service personnel for assistance to escort guests to their rooms as appropriate.
• Provide safety deposit boxes for guest by escorting them to the vault room, assisting the customer

in opening the deposit box lock.

• Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests of

incoming faxes using the message function of the computer.

• Use the photocopier to make copies of items as required.
• File registration cards in room number order.
• Retrieve registration cards from the files for each check out.

Date Revised: June 8, 2020

• Other duties as assigned by the supervisor such as assisting PBX operators or reservations agents.

Specific Job Knowledge and Skills:
The individual must possess the following knowledge, skills and abilities and be able to explain and
demonstrate that he or she can perform the essential functions of the job, with or without reasonable
accommodation.

• Considerable skill in the use of a calculator to prepare moderately complex mathematical

calculations without error.

• Ability to effectively deal with internal and external customers, some of whom will require high

levels of patience, tact and diplomacy to defuse anger, collect accurate information and help resolve
conflicts.

• Ability to stand and move throughout the front office and continuously perform essential job

functions.

• Ability to read, listen and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.

Other Expectations:

• Regular attendance in conformance with the standards, which may be established from time to time,

is essential to the successful performance of this position.

• Due to the cyclical nature of the hospitality industry, associates may be required to work varying

schedules to reflect the business needs of the hotel. Thisincludes nights, weekends and/or holidays.

• All employees must maintain a neat, clean and well-groomed appearance (specific standards

available).

• Employee is always required to take on the responsibility and wear appropriate Personal

Protective Equipment (PPE) as determined by position and duties.

• Complies with health and safety rules, regulations and procedures to maintain a safe environment