Front Office Representative

Choice Hotels • Sunnyvale, CA

2d • Onsite

About The Position

The Radisson Hotel Sunnyvale - Silicon Valley is seeking an energetic and detail-oriented full-time front office representative who is looking to be a part of our fun and dynamic work environment. 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, greeting guests, and processing hotel registrations and other transactions. The representative will stay current on hotel accommodations, services, and local attractions, and handle all guest compliments, comments, observations, and challenges in a timely manner to effectively achieve full guest satisfaction. They will record resolutions to guest complaints on the “Make it Right” log, work with other departments to arrange guest services, and stay current with hotel developments by reviewing and updating the communication log. Preparation of end-of-shift summaries and communications for management and other shifts is also a key responsibility. The role encourages day-to-day upselling of guest accommodations and promotion of hotel amenities, food & beverage outlets, hotel services, and the loyalty program. Making reservations in accordance with the hotel’s yield management practices and processing customer credit at check-in according to hotel policy and data privacy standards are also part of the duties. The representative may be responsible for answering and fielding all calls to the hotel, identifying and recording special billing instructions, notifying Accounting, and obtaining appropriate approvals and signatures for guest transactions. Following hotel policy on cash banks and maintaining the confidentiality of guest information are crucial. The position aims to create 100% guest satisfaction by providing the Radisson experience through genuine hospitality and exceeding guest expectations, giving personal attention, taking personal responsibility, and using teamwork when providing guest service. This includes listening, apologizing with empathy, finding a solution, and following through when resolving guest problems, and providing Yes I Can! genuine hospitality and teamwork on an ongoing basis. The representative should assume responsibility to notice when a guest is not satisfied and use their best judgment as to when it is appropriate to use the 100% Guest Satisfaction guarantee. Other duties required to provide the service brand behavior and genuine hospitality, as well as duties required by Management to provide 100% Guest Satisfaction and genuine hospitality to guests, will also be performed.

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
• Ability to stand, stoop or bend for entire shift
• Ability to lift up to 20 pounds
• Ability to model Choice’s Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity

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

• Compensation $21.00/hr
• Sing on bonus of $500
• Excellent benefits package including, health, dental, vision, long term disability, pet insurance, 401K
• Vacation pays, personal holiday pay
• 8 Paid Holidays
• Hotel discounts
• Birthday incentives, Anniversary incentives, Associate of the quarter and year incentive, Daily meals provided

What This Job Offers

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