Front Desk Ambassador

Hotel Covington•Covington, KY

21d

About The Position

Hotel Covington is looking for a Front Desk Ambassador to provide excellent customer service for our guests at the front desk. Come grow with us! Who We Are: In the heart of Covington, Kentucky, Hotel Covington is locally owned and operated. Our hotel offers a charming retreat for people looking for both refined elegance and casual comfort. Our story was born from luck and kept going with true Southern hospitality in mind. Our friendly team is here to ensure guest stays are tailored experiences. We are a rapidly growing company with an expansive repertoire covering many fields of service to the public. With a knack for being unique, we do things differently. We invite our guests to be a part of our story and to create cherished memories here. Position Summary: Understands guest services needs and exceed guest expectations by taking advantage of opportunities to add a special touch Handles guests’ check-ins/check-outs in accordance with hotel standards in an efficient and friendly manner Responsible for interacting with guests in the lobby, while ensuring the area is neat and tidy Input and retrieve information from the computer and PMS system Confirm guest information, room rate, selection of room, code electronic keys Provide information to guests about hotel amenities & local area Ensure rooms and services are correctly accounted for and charged Handling money, processing credit and debit cards, accepting various forms of payment, and processing gift cards/certificates Demonstrate knowledge of hotel information including room categories, room rates, packages, promotions, the local area, and other general product knowledge Use up-selling techniques and promote marketing programs to maximize room occupancy and profit Answer and manage phone calls in a timely manner, managing multiple tasks at once Respond to guest inquiries and requests and resolve issues in a timely, friendly, and efficient manner Field guest complaints, conduct research, and resolve and negotiate solutions for guest satisfaction Receive, retrieve, and relay messages and packages to guests Provide recognition to repeat guests Maintains and adheres to hotel policies regarding a cash bank and makes daily deposits with accurate report of receipts Assist other departments as necessary, including but not limited to, assist valet with guest vehicles and shuttle runs

Requirements

Good reading, writing, and oral proficiency in the English language
Excellent phone etiquette and verbal communication skills.
Able to work well unsupervised
Open availability strongly preferred
Strong computer proficiency and email communication skills.
Attention to detail and the ability to resolve customer issues.
Understands guest services needs and exceeds guest expectations by taking advantage of opportunities to add a special touch
Provides recognition to repeat guests
Mobile position required 100% of the time
Computer use 75% of the time

Responsibilities

Understands guest services needs and exceed guest expectations by taking advantage of opportunities to add a special touch
Handles guests’ check-ins/check-outs in accordance with hotel standards in an efficient and friendly manner
Responsible for interacting with guests in the lobby, while ensuring the area is neat and tidy
Input and retrieve information from the computer and PMS system
Confirm guest information, room rate, selection of room, code electronic keys
Provide information to guests about hotel amenities & local area
Ensure rooms and services are correctly accounted for and charged
Handling money, processing credit and debit cards, accepting various forms of payment, and processing gift cards/certificates
Demonstrate knowledge of hotel information including room categories, room rates, packages, promotions, the local area, and other general product knowledge
Use up-selling techniques and promote marketing programs to maximize room occupancy and profit
Answer and manage phone calls in a timely manner, managing multiple tasks at once
Respond to guest inquiries and requests and resolve issues in a timely, friendly, and efficient manner
Field guest complaints, conduct research, and resolve and negotiate solutions for guest satisfaction
Receive, retrieve, and relay messages and packages to guests
Provide recognition to repeat guests
Maintains and adheres to hotel policies regarding a cash bank and makes daily deposits with accurate report of receipts
Assist other departments as necessary, including but not limited to, assist valet with guest vehicles and shuttle runs
Maintain a good working relationship with other associates by promoting teamwork and fostering a harmonious working climate
Partake in a positive work ethic and surrounding environment
Demonstrate high degree of drive and determination
Constantly recommend service and product improvements to better the operation
Keep the work area clean and tidy at all times
Attend all required meetings
Follow proper payroll and uniform procedures
Properly handle and report associate and guest incidents
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards
Assist with responsibilities and duties in other departments and as assigned by management
Due to the cyclical nature of the hospitality industry, associates will be required to work varying schedules to reflect the business needs of the hotel
Able to work alone without direct supervision