Hotel Front Desk - Overnight

LEGOLAND Parks•Winter Haven, FL

19d•$15

About The Position

About the role… The Front Office Desk Associate is responsible for the hotel as it relates to guest service, cash handling and overall communications. What you’ll be doing… Welcome all guests into the resort with a genuinely warm welcome. Ability to deliver a dynamic guest service experience by assisting guests with checking in/out, requests, complaints and concerns. Works effectively in a team environment. Checking guests in and out of the resort, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is established. Maintain and improve the quality of guest service. Process all payments in accordance with established hotel policies. Provide information and assistance to all guests and visitors. Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information. Provide prompt, courteous and efficient handling of all incoming calls and assistance for outgoing calls that transpire through the PBX. Assist guest services, safety services, housekeeping and engineering teams with accommodating guest requests. Must be able to multi-task and prioritize departmental functions to meet deadlines. Assist in maintaining a professional and fun place for our guests which will help with guest retention. Maintains and controls safe while on duty, keeping detailed records of all transactions. Ensuring the hotel is receiving proper credit and payments for guest stays. Ensuring shift is balanced with the PMS. Perform cash drops for each shift worked and making sure the proper signatures and approvals are made. Create a work environment that promotes teamwork, recognition, mutual respect and employee satisfaction. Provide ideas and suggestions for new products, services, technology and processes to ensure the company has a competitive position and in anticipation of changing customer needs. Maintain confidentiality of all guests and employees. Provide dynamic guest service to our guests Play an integral role in assisting with emergencies (i.e. fire, medical, power/system failure) by contacting the designated personnel for immediate assistance. Health & Safety: Employees are responsible for the safety of themselves, their colleagues and guests (where appropriate), in line with the Group Policy (HS001) and the law. In particular, they must ensure that they follow safe working procedures for all work activities that they undertake and they must not use any tools or equipment for which they have not been trained. Where incidents do occur, they must ensure that they are reported to their line manager and must cooperate with any investigation as appropriate.

Requirements

Must be able to speak and write English clearly and fluently.
Preferred candidates must be capable of providing excellent customer service, while maintaining a professional demeanor.
Must be able to communicate effectively with others, both verbally and written.
Preferred candidates will possess proven conflict resolution skills, along with leadership skills, to drive initiatives to improve the team and the business.
High school graduate or General Education Degree (or equivalent education and experience) is preferred.
Ability to stand for sustained periods of time to attend on-site meetings, perform paperwork activities.
Intermittent and prolonged standing and walking to move about the resort site and interact with guests and employees.
Finger dexterity sufficient to complete paperwork activities and to use a computer.
Visual acuity sufficient to read written materials, to complete paperwork activities, and to drive.
Performs other duties as assigned.
Must be able to work a flexible schedule including evenings, weekends and holidays.
Attendance is a mandatory function of this job.

Nice To Haves

1 year of hotel front office experience is preferred, but not necessary.
Preferred candidates will have experience working with hotel property management systems or equivalent experience.

Responsibilities

Welcome all guests into the resort with a genuinely warm welcome.
Ability to deliver a dynamic guest service experience by assisting guests with checking in/out, requests, complaints and concerns.
Works effectively in a team environment.
Checking guests in and out of the resort, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is established.
Maintain and improve the quality of guest service.
Process all payments in accordance with established hotel policies.
Provide information and assistance to all guests and visitors.
Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information.
Provide prompt, courteous and efficient handling of all incoming calls and assistance for outgoing calls that transpire through the PBX.
Assist guest services, safety services, housekeeping and engineering teams with accommodating guest requests.
Must be able to multi-task and prioritize departmental functions to meet deadlines.
Assist in maintaining a professional and fun place for our guests which will help with guest retention.
Maintains and controls safe while on duty, keeping detailed records of all transactions.
Ensuring the hotel is receiving proper credit and payments for guest stays.
Ensuring shift is balanced with the PMS.
Perform cash drops for each shift worked and making sure the proper signatures and approvals are made.
Create a work environment that promotes teamwork, recognition, mutual respect and employee satisfaction.
Provide ideas and suggestions for new products, services, technology and processes to ensure the company has a competitive position and in anticipation of changing customer needs.
Maintain confidentiality of all guests and employees.
Provide dynamic guest service to our guests
Play an integral role in assisting with emergencies (i.e. fire, medical, power/system failure) by contacting the designated personnel for immediate assistance.
Employees are responsible for the safety of themselves, their colleagues and guests (where appropriate), in line with the Group Policy (HS001) and the law.
In particular, they must ensure that they follow safe working procedures for all work activities that they undertake and they must not use any tools or equipment for which they have not been trained.
Where incidents do occur, they must ensure that they are reported to their line manager and must cooperate with any investigation as appropriate.