Front Office Representative

Choice Hotels International • Phoenix, AZ

12d • Onsite

About The Position

The role of Front Office Representative requires an individual with the ability to provide superior guest service in a fast-paced, hotel environment, ensuring 100% guest satisfaction. This role involves receiving and processing incoming guests, ensuring a delightful and seamless arrival and departure experience. The representative will greet guests, process hotel registrations and other transactions, and stay current on hotel accommodations, services, and local attractions. They will handle all guest compliments, comments, observations, and challenges in a timely manner to achieve full guest satisfaction, recording resolutions on the “Make it Right” log. The position requires working with other departments to arrange guest services, maintaining the communication log, and preparing end-of-shift summaries. Encouraging day-to-day upselling of accommodations and promoting hotel amenities, food & beverage outlets, services, and the loyalty program are key responsibilities. The role also includes making reservations according to yield management practices, processing customer credit at check-in according to policy and data privacy standards, and potentially fielding all hotel calls. Identifying and recording special billing instructions, obtaining necessary approvals and signatures for guest transactions, and following hotel policy on cash banks are also part of the duties. Creating 100% guest satisfaction by providing the Radisson experience through genuine hospitality and exceeding guest expectations is paramount. This includes giving personal attention, taking personal responsibility, and using teamwork. The representative must listen, apologize with empathy, find a solution, and follow through when resolving guest problems, providing Yes I Can! genuine hospitality and teamwork on an ongoing basis. They must also take the responsibility to notice when a guest is not satisfied and use their best judgment to resolve issues, performing other duties as required by Management to provide the service brand behavior and genuine hospitality.

Requirements

• Strong customer service experience required
• Previous hotel experience preferred
• 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
• 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

• Competitive compensation and benefits, including medical, dental, and vision coverage
• Leave and paid time-off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance
• Financial benefits for retirement and health savings
• Employee recognition programs
• Discounts at Choice hotels worldwide

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed