Front Office Representative

Choice Hotels International•Bloomington, MN

6d•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. This is an hourly, part-time position with a starting wage of $17.00 per hour. The hotel business functions seven days a week, 24 hours a day, and associates must be aware that shifts and duties may change as business dictates. A hospitable service atmosphere must be maintained at all times. This position description is not intended to create a contract of employment, and employment is on an at-will basis.

Requirements

Strong customer service experience required
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
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
Ability to maintain a positive and professional attitude when handling all situations
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