Front Desk
About The Position
The Front Desk role supports hotel guests throughout arrival, departure, and their stay. The position requires maintaining knowledge of hotel services, operating hours, rates, promotions, occupancy, arrivals and departures, group activities, and local attractions. The employee uses hotel operating systems to manage guest and occupancy information, handles payments and cash according to hotel procedures, coordinates guest requests with other departments, and assists with emergencies. The work takes place in the front office and other areas of the hotel, under variable temperature and noise conditions, in indoor and outdoor settings. The schedule may vary and includes nights, weekends, and holidays.
Requirements
- High school graduate, GED, or work equivalent.
- Computer skills.
- Good understanding of English and good written and verbal communication skills.
- Able to lift or transport at least 25 pounds.
- Able to push or pull carts and other equipment weighing up to 100 pounds.
- Able to stand and maintain well-paced mobility for up to eight hours.
- Willing and able to work a varied schedule that includes nights, weekends, and holidays.
Nice To Haves
- Familiarity with Microsoft Office.
- One to two years of experience as a Guest Service Agent.
- Experience with hotel property management systems.
- Previous cash-handling experience.
Responsibilities
- Wear the proper uniform and nametag.
- Maintain knowledge of hotel features and services, operating hours, rates, packages and promotions, daily occupancy, expected arrivals and departures, and scheduled group activities.
- Know local attractions and activities to respond accurately to guest inquiries.
- Maintain knowledge of the correct maintenance and use of equipment, and use it only as intended.
- Answer telephone calls within three rings using the correct greeting and telephone etiquette.
- Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
- Verify guest information at arrival and departure and maintain guest confidentiality.
- Communicate relevant guest information, including special requests and amenity deliveries, to designated departments.
- Maintain and secure a cash bank and obtain guests’ payment method.
- Process payments according to hotel requirements and Commonwealth Lodging cash-handling procedures.
- Resolve room-status report discrepancies with Housekeeping.
- Maintain guest information and hotel occupancy status in hotel operating systems.
- Accept and record wake-up calls and deliver them to the appropriate department.
- Assist with emergencies to protect guests and associates and preserve the building and its systems, acting promptly to restore normal operations.
- Know and follow department, Commonwealth Lodging Management, hotel, and brand policies and procedures.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
