Front Office Representative

Choice Hotels • Minneapolis, MN

5d • Onsite

About The Position

The role of Front Office Representative requires an individual the ability to provide superior guest service in a fast-paced, hotel environment, ensuring 100% guest satisfaction. You are hospitality – you want to change the life of every person who steps in the front door. Your goal is to make sure your staff is excited to provide an unforgettable experience that keeps your guests coming back for more. You are passionate – about every detail and aspect that goes into making a hotel successful. Hiring a great staff? Sign me up. Ensuring the operations are running smoothly? Check! You are on it. You aren’t afraid to roll up your sleeves and get the job done. You are a leader – training and motivating a team of rock stars is what gets you excited to go to work. You know how to create a high energy environment where fun and work collide, and ultimately everyone (guests and staff alike) go home exhilarated and excited for more.

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 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