Front Desk & Guest Experience Agent

O'Reilly Hospitality Management•Aurora, CO

5d•Onsite

About The Position

We are proudly managed by O’Reilly Hospitality Management, LLC ("OHM"). At OHM, we are a forward-thinking and growing company offering opportunities to engage your passions through sustainability efforts, health & wellness, community involvement, & philanthropic outreach efforts. We are committed to empowering Team Members throughout all levels of leadership, where every Team Member has the opportunity to contribute in a unique way, making a real impact. We are seeking supportive, collaborative, detailed-oriented people to join our team! At OHM, we offer: 401(k) & Roth 401(k) with company match – full-time and part-time Team Members are eligible! Health, Dental, Vision & Life Insurance Paid Time Off, including Paid Parental Leave Growth Potential and Career Advancement Hotel/Restaurant Travel Perks & Discounts! Never wait for a paycheck again! OHM Team Members can sign up for earned wage access through DailyPay on day one! Now Hiring: Guest Service Representative Location: Doubletree Hotel by Hilton, Aurora, CO

Requirements

Strong guest service, interpersonal, and communication skills with a friendly and professional demeanor.
Ability to create positive guest experiences and effectively resolve questions, concerns, and complaints.
Strong attention to detail and accuracy when handling guest information, reservations, payments, and financial transactions.
Ability to prioritize and manage multiple tasks in a fast-paced hotel environment.
Basic mathematical and cash-handling skills.
Ability to operate computers, hotel property management systems, POS systems, telephone/switchboard, and other front desk equipment.
Ability to maintain confidentiality and protect guest privacy and security.
Ability to work independently, exercise sound judgment, and remain calm under pressure.
Ability to work effectively as part of a team and communicate information between departments.
Ability to learn and perform Night Audit procedures, including financial reconciliation and reporting, when assigned.
Demonstrates reliability, professionalism, flexibility, and a commitment to world-class guest service.
Must be able to successfully complete required hotel and company training.

Nice To Haves

Previous hotel, hospitality, customer service, or front desk experience is preferred but not required.
Previous Night Audit or accounting experience is a plus.

Responsibilities

Warmly welcomes and promptly acknowledges guests in a friendly, professional, and genuine manner.
Facilitates efficient and accurate guest check-in and check-out, including room assignment based on availability and guest preferences.
Provides room keys and pertinent information to guests while maintaining guest privacy and security by never announcing room numbers aloud.
Responds promptly and professionally to guest questions, requests, and inquiries.
Resolves guest concerns and complaints with professionalism, empathy, and appropriate follow-through; escalates complex issues to management when necessary.
Maintains accurate and current guest information and records within the hotel system.
Processes guest payments, calculates and finalizes folios, provides change, and accurately posts room and market charges.
Processes, confirms, modifies, and cancels guest reservations as needed.
Provides information regarding hotel amenities, services, local attractions, dining, transportation, and entertainment.
Assists guests with restaurant, transportation, entertainment, or other reservations as requested.
Safeguards and properly handles guest valuables in accordance with hotel policies and procedures.
Understands and follows hotel credit, cash-handling, and payment policies and procedures.
Maintains accurate cash balances and completes deposits in accordance with company policies.
Uses telephone, switchboard, and other communication systems to effectively receive and relay guest and hotel information.
Serves as a liaison between guests and hotel departments to facilitate timely resolution of requests and concerns.
Protects guest privacy and confidential information and follows all applicable safety and security procedures.
Maintains a professional appearance and follows company uniform, grooming, and attendance standards.
Consistently upholds hotel brand standards, company policies, and brand values in all guest and team member interactions.
Demonstrates a commitment to world-class guest service and contributes to a positive, welcoming environment for guests and team members.
Supports and participates in O’Reach, OHX Experience, Green Team, Guest Service, Team Member Satisfaction, Health & Wellness, and Safety initiatives.
Understands and complies with all OHM company policies, procedures, and standards applicable to the position.
Completes the nightly audit process accurately and timely, ensuring all daily transactions are balanced and reconciled.
Reviews and verifies guest folios, room charges, payments, adjustments, and other financial transactions for accuracy.
Reconciles daily revenue, occupancy, and financial reports and identifies and resolves discrepancies.
Completes and distributes required night audit reports in accordance with hotel and company procedures.
Monitors hotel activity during overnight hours and responds to guest requests, questions, and concerns while maintaining a high level of guest service.
Processes late-night arrivals, departures, reservations, room assignments, and other front desk transactions as needed.
Maintains appropriate cash-handling and security procedures throughout the shift.
Conducts or assists with overnight safety, security, and property checks in accordance with hotel procedures.
Communicates important overnight activities, incidents, discrepancies, and outstanding issues to the appropriate leadership team for follow-up.
Performs other Night Audit responsibilities as assigned or required to support the successful operation of the hotel.
Supports and participates in O’Reach, OHX Experience, Green Team, Guest Service, Team Member Satisfaction, Health & Wellness, and Safety initiatives.
Understands and complies with all OHM company policies, procedures, and standards applicable to the position.