Reports To: Guest Services Supervisor, Guest Services Manager, Assistant General Manager

Job Purpose: To properly take care of all arriving and departing hotel guests in a professional and caring manner. To be able to communicate the necessary information internally to all departments in order to ensure a smooth running guest services operation.

Job Summary: Responsible for ensuring that all arriving and departing hotel guests receive the services and room product requested / reserved at the hotel enhancing their overall guest experience.

Duties:

• Must wear proper uniform and name tags while on duty. Uniform and appearance must be professional and neat at all times.
• Must be able to properly register all incoming hotel guests assigning guest room type accordingly and professionally. Accommodates special needs, whenever possible.
• Must be able to properly check-out all guests (guest rooms) providing the guest with a receipt (folio) copy.
• Must thoroughly understand and follow the proper credit, check-cashing and cash handling policies and procedures.
• Ensure that the front desk area remains clean and neat at all times as this creates the first impression of the hotel with the guest.
• Must become familiar and proficient with hotel’s front desk and reservation portion of the Property Management System (PMS) as well as all other front desk equipment (i.e. key card encoder and reader, fax machine, credit card machine, etc.).
• Must be able to post and file all guest related charges to guest, master or city ledger folios (accounts).
• Understand guest room status and guest room status tracking.
• Must become familiar and knowledgeable of hotel layout, guest room locations, guest room types, and room rates and tiers.
• Use suggestive selling techniques and scripting to sell guest rooms (reservations), to promote other services available within the hotel and to promote any other national brand promotions.
• Must follow and use the proper telephone etiquette at all times (remember to smile while on the telephone as positive first impressions are important).
• Communicates daily with housekeeping department to coordinate guest room status updates (i.e. check-outs, late check-outs, early check-ins, special requests, and any day use rooms).
• Must become familiar and proficient with reservation process. Must be able to take same day and future reservations, as needed. Need to thoroughly understand cancellation process and be able to communicate policy to hotel guests.
• Must follow proper mail, package and message handling procedures as specified by the hotel.
• Must use front desk communication log book to convey or communicate pertinent information to other shifts. Must read and initial all messages in communication log book.
• Must be aware of any daily meetings or banquet functions scheduled or taking place in the hotel, if applicable.
• Attend regularly scheduled departmental meetings, as required.
• Complete and/or communicate any guest room related work orders to the Maintenance Manager or Maintenance department.
• Report any unusual or guest related problems / issues to the Guest Services Supervisor, Guest Services Manager, Assistant General Manager or General Manager immediately if you are not comfortable with resolving the problem or issue.
• Become familiar with hotel’s safety policies and emergency procedures to include emergency evacuation procedures. Become familiar with accident prevention policies.
• Be flexible as there may be times that business demands make it necessary to alter your work schedule.
• Be approachable
• Be “hands on”
• Be an Ambassador of the company
• Lead by Example
• Any other duties or tasks as assigned by the Guest Services Supervisor and/or Guest Services Manager.

Qualifications:

• Previous hotel related experience or previous customer service related experience preferred
• High school graduate or equivalent, high school student acceptable if part-time position
• Must be able to speak, read, write and understand primary language (English) used in the workplace or primary language used by the guests who visit the workplace.

Physical Requirements:

• Ability to lift up to 40 lbs. occasionally and up to 10 lbs. frequently.
• Ability to stand or walk for long periods of time
• Requires finger dexterity, grasping, writing, and repetitive motions