Front Office Representative

Choice Hotels International • Phoenix, AZ

19h • Onsite

About The Position

Choice Hotels International, Inc (NYSE: CHH) is one of the largest lodging franchisors in the world, with more than 7,400 hotels and over 625,000 rooms in 45 countries and territories. They offer a diverse portfolio of 22 brands, ranging from full-service upper upscale properties to midscale, extended stay, and economy hotels. The company also features the Choice Privileges® loyalty program and co-brand credit card options. The Front Office Representative role at Radisson Hotel Phoenix Airport requires providing superior guest service in a fast-paced hotel environment, ensuring 100% guest satisfaction. The hotel aims to create a smooth, friendly experience for every guest through warm service, teamwork, and a welcoming atmosphere. Located minutes from Sky Harbor International Airport, it is described as a fast-paced, supportive place to grow skills and be part of a caring team. Success in this role involves modeling Choice’s Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity, which are key to inspiring Loyalty, Growth, and the Hospitality Spirit.

Requirements

• Strong customer service experience required
• Ability to maintain a positive and professional attitude when handling all situations
• Solid computer skills
• Ability to push/pull up to 30lbs
• Ability to work flexible schedule, including morning, afternoons, nights and weekends
• Excellent communication skills
• Must possess a strong team spirit

Nice To Haves

• Previous hotel experience preferred
• Opera experience preferred

Responsibilities

• Receives and processes incoming guests
• Ensure a delightful, seamless arrival and departure for our guests.
• Greets guest and processes hotel registration and other transactions
• Keeps current on hotel accommodations, services and local attractions
• Handles all guest compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfaction
• Records resolutions to guest complaints on the “Make it Right” log
• Works with other departments as appropriate to arrange for services requested by the guest
• Stays current with developments in the hotel by reviewing and updating the communication log
• Prepares end of shift summaries and communications for management and other shifts
• Encourages day to day up selling of guest accommodations and promotes hotel amenities, food & beverage outlets, hotel services and loyalty program
• Makes reservations in accordance with hotel’s yield management practices
• Processes customer credit at check-in in accordance with hotel policy and data privacy policy standards
• May be responsible for answering and fielding all calls to the hotel, both internal and external
• Identifies and records special billing instructions and notifies Accounting
• Obtains appropriate approvals and signatures for guest transactions
• Follows hotel policy on cash banks
• Maintains confidentiality of guest information
• Creates 100% guest satisfaction by providing the Radisson experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations
• Gives personal attention, takes personal responsibility, and uses teamwork when providing guest service
• Listens, apologizes with empathy, finds a solution, and follows through when resolving guest problems
• Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis
• Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction
• Performs other duties required to provide the service brand behavior and genuine hospitality
• Performs other duties as required by Management to provide 100% Guest Satisfaction and genuine hospitality to our Guest

Benefits

• Employee discounts on thousands of hotels
• Full benefits package to our full-time employees, including health, dental, vision, short & long term disability, and so much more! (1st of the month following 30 days of service)
• 401(k) Retirement Plan
• Paid Vacation Time (90 Days)
• 8 Paid Holidays
• Paid Bereavement
• Paid Floating Holidays (1 Year)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees