Front Office Representative

Choice Hotels International • Minneapolis, MN

1d • 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 is for individuals who are passionate about hospitality, detail-oriented, and enjoy leading and motivating a team to create an energetic environment where guests and staff alike have an exhilarating experience. The Front Office Representative is responsible for ensuring a delightful and seamless arrival and departure for guests, handling guest concerns effectively, and working with other departments to arrange services. They also play a role in promoting hotel amenities, services, and the loyalty program, while adhering to hotel policies and procedures.

Requirements

• Minimum of one-year of hotel front desk experience, other hotel experience or experience in a customer service environment.
• Experience in Opera system preferred.
• Strong verbal, written and interpersonal skills.
• Works well independently or as part of a team.
• Strong attention to detail.
• Commitment to exceptional guest service.
• Ability to maintain a positive and professional attitude when handling all situations.
• Adhere to the policies and procedures of the hotel.
• Ability to work a flexible schedule including evenings, holidays and weekends.
• Working knowledge of computer and math skills.
• 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

• Experience in Opera system

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
• Paid Sick Time (MN Earned Sick and Safe Time)
• Full benefits package to our full-time employees, including health, dental, vision, short & long term disability, auto insurance, and so much more!
• Employer paid Accident insurance and HSA contribution
• 401(k) Retirement Plan
• Employee Assistance Program
• Paid Vacation Time
• 8 Paid Holidays
• Paid Bereavement
• Paid Floating Holidays

What This Job Offers

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