Front Desk Specialist

Innvite Hospitality•Sidney, OH

2d•Onsite

About The Position

The Front Desk Specialist is responsible for providing superb customer service while maintaining company and brand standards. This role involves managing guest check-ins and check-outs, handling cash and credit card transactions, and operating the Property Management System (PMS). The specialist must practice excellent telephone techniques and etiquette, adhere to Front Office Emergency/Security Procedures, and consistently deliver superior guest service by attending to all guest requests, inquiries, and concerns immediately to ensure guest satisfaction. Additionally, the role includes taking reservations for guest rooms and meeting rooms, assisting with administrative duties, and performing various front desk reports such as housekeeping and discrepancy reports, over credit limit reports, arrival and due outs reports, and night audit reports. Effective communication with housekeeping and maintenance departments is crucial for addressing guest requests and technical repairs. The Front Desk Specialist must also handle guest complaints efficiently, either resolving them directly or escalating them to the appropriate management channels. Maintaining a neat, tidy, and clean Front Desk area and lobby daily is a key responsibility, as is making minor decisions, taking group reservations, setting up group blocks, and selling guest rooms to new arrivals and phone inquiries. Adherence to all policies and procedures outlined in the Employee Handbook, demonstrating a professional business appearance, and operating laundry as directed are also required. The role demands maintaining a professional and hospitable attitude towards all guests, associates, and vendors, with the flexibility to assist in any department when needed and perform other duties as assigned by management.

Requirements

Fluent verbal and written communication in proper English.
Basic math skills.
Good handwriting.
Computer skills/keyboard/typing skills.
Ability to operate a 10-key calculator.
Hospitable and civil contact with the public.
Ability to work independently with little to no supervision.
Ability to complete multiple tasks simultaneously.
Night audit/basic accounting skills/training.

Nice To Haves

Spanish language proficiency.

Responsibilities

Providing superb customer service while maintaining company and brand standards.
Managing guest check-in and check-out processes.
Handling cash and credit card transactions.
Operating the Property Management System (PMS).
Practicing excellent telephone techniques and etiquette.
Adhering to Front Office Emergency/Security Procedures.
Attending to all guest requests, inquiries, and concerns immediately to ensure guest satisfaction.
Taking reservations for guest rooms and meeting rooms.
Assisting with administrative duties as assigned by management.
Performing front desk reports, including housekeeping and discrepancy reports, over credit limit reports, arrival and due outs reports, and night audit reports.
Communicating with housekeeping for guest requests and inquiries.
Communicating with maintenance for any technical repairs in guest rooms.
Handling guest complaints and/or escalating them to the right managerial channels immediately.
Keeping the Front Desk Area and Lobby Neat, Tidy, and Clean Daily.
Making minor decisions.
Taking group reservations and setting up group blocks.
Selling guest rooms with new arrivals and phone inquiries.
Following all policies and procedures as outlined in the Employee Handbook.
Demonstrating a professional business appearance at all times.
Operating laundry as directed.
Maintaining a professional and hospitable attitude to all guests, associates, and vendors.
Assisting in any department when needed.
Performing any other duties as assigned by management.