Description

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 all marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally 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 area.

 

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, traveler’s checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms 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, negotiate compromise, which may include authorizing revenue allowances.

 

Remain calm and alert, especially during emergency and/or heavy hotel activity and resolve complications such as location changes or credit issues.

 

Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. 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.

Requirements

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, using some other combination of skills and abilities.

 

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 resolve conflicts.

 

Ability to stand and move throughout 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.

 

Working Environment /Physical Activities:

 

Inside with protection from weather but not necessarily changes in temperature.

 

Confined work area with considerable traffic, frequent interruptions and noise from telephones, voices and office machines.

 

Periods of standing exceeding 80 % of work shift are required.

 

Physical activities include standing, talking, hearing, seeing, sitting, lifting, carrying, pushing, pulling, stooping, kneeling, reaching, handling and bending.

 

Considerable repetitive motion of hands and wrists as relates to the use of computer keyboards is possible.

 

Upon employment, all employees are required to fully comply with the hotel’s rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

Regular attendance in conformance with the standards, which may be established by the hotel from time to time, is essential to the successful performance of this position.  Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.  Including AM, PM, & Overnight shifts, weekends and holidays.

Summary

Represents the hotel to the guest throughout all stages of the guest's stay. Determinates a guest's reservation status and identifies how long the guest will stay. Helps guests complete registration cards and then assigns rooms, accommodating special requests whenever possible.

Verifies the guest's method of payment and follows established credit-checking procedures. Places guest and room information in the appropriate front desk racks and communicates this information to the appropriate hotel personnel.

Works closely with the housekeeping department in the keeping room status reports up to date and coordinates requests for maintenance and repair work. Maintains guest room key storage, and maintains and supervises access to safe deposit boxes.

Must be sales-minded. Presents options and alternatives to guests and offers assistance in making choices. Knows the location and types of available rooms as well as the activities and services of the property.