Front Office Representative

Choice Hotels International • Salt Lake City, UT

2d • Onsite

About The Position

The Front Office Representative provides superior guest service in a fast-paced hotel environment and works to ensure 100% guest satisfaction. The role welcomes and registers guests, handles reservations and transactions, supports a smooth arrival and departure, responds to guest needs and concerns, and works with hotel departments to arrange requested services. It also promotes hotel amenities, services, food and beverage outlets, and the loyalty program while following hotel policies for guest information, credit, billing, and cash handling.

The representative delivers the Radisson experience through genuine hospitality, personal responsibility, teamwork, and attentive problem resolution. The hotel operates 24 hours a day, seven days a week, so associates may be moved between shifts or assigned different duties as business needs dictate. This position description is not an employment contract; employment is at will.

Requirements

• Strong customer service experience.
• Ability to maintain a positive and professional attitude when handling all situations.
• Solid computer skills.
• Ability to push or pull up to 30 pounds.
• Ability to work a flexible schedule, including mornings, afternoons, nights, and weekends.
• Excellent communication skills.
• Strong team spirit.
• Ability to stand, stoop, or bend for the entire shift.
• Ability to lift up to 20 pounds.
• Must satisfy required pre-employment drug testing and background checks and complete E-Verify and work-authorization requirements.

Nice To Haves

• Previous hotel experience.
• Opera experience.

Responsibilities

• Greet guests and process hotel registration and other transactions.
• Ensure a seamless guest arrival and departure.
• Stay current on hotel accommodations, services, and local attractions.
• Handle guest compliments, comments, observations, and challenges in a timely manner to achieve guest satisfaction.
• Record resolutions to guest complaints in the “Make it Right” log.
• Coordinate with other departments to arrange services requested by guests.
• Review and update the communication log to stay current on hotel developments.
• Prepare end-of-shift summaries and communications for management and other shifts.
• Encourage upselling of guest accommodations and promote hotel amenities, food and beverage outlets, hotel services, and the loyalty program.
• Make reservations in accordance with the hotel’s yield management practices.
• Process customer credit at check-in according to hotel policy and data privacy standards.
• May answer and field internal and external calls to the hotel.
• Identify and record special billing instructions and notify Accounting.
• Obtain appropriate approvals and signatures for guest transactions.
• Follow hotel policy on cash banks.
• Maintain confidentiality of guest information.
• Provide personal attention, take responsibility, and use teamwork when serving guests.
• Listen, apologize with empathy, find solutions, and follow through when resolving guest problems.
• Notice when guests are dissatisfied and use judgment in applying the 100% Guest Satisfaction approach.
• Perform other duties as required by management to provide guest satisfaction and genuine hospitality.

What This Job Offers

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