Front Desk Receptionist/Concierge

Four Seasons Hotels and Resorts•Minneapolis, MN

About The Position

The Front Desk Receptionist welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment. Checks guest out of the hotel, preparing and explaining the bill. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies. The Front Desk Receptionist reports to the Front Desk Manager.

Requirements

A minimum of 2 years of front office or related work experience is preferred.
High school education or equivalent experience.
Reading, writing and oral proficiency in the English language.
Good organizational skills.
Ability to multitask.
Attention to detail.
Ability to work irregular hours, weekends, and evenings.

Responsibilities

Checks in guests in an efficient and friendly manner, using guest name whenever possible.
Assures that guest is assigned type of room requested and the correct rate is charged.
Arranges for luggage to be delivered to guest’s room.
Issues correct keys to the guest.
Checks out guest at end of stay.
Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest.
Settles bill accurately through credit card or cash transaction.
Maintains a balanced bank assigned by the hotel.
Makes change, cashes checks, exchanges foreign currency.
Reconciles all transactions at the close of each shift.
Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
Responds to all guest requests in an accurate and timely manner. Interaction with guests will be in person and by phone.
Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests.
Works harmoniously and professionally with co-workers and supervisors.
Accepts reservations, changes and cancellations in the absence of Reservations Department Staff.
Can answer guest calls and direct them appropriately in the absence of a Communications Operator.
Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Concierge, Bell Staff, Business Center, and lobby coverage.
Assist in coverage of Residential Front Office responsibilities and desk coverage.
Provides basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service.
Works closely with Bell Staff to ensure smooth handling of guest luggage, deliveries and special requests.