Reception Concierge

HRI Hospitality•New Orleans, LA

4d•Onsite

About The Position

At HRI Hospitality, we offer a unique perspective on hotel ownership and management. We’re here to expand the possibilities of what once was, with our history of restoring properties to their former glory as well as new build projects that become the center of their vibrant urban community, we take it to the next level. We are looking for people to join our team that share in the passion for warm welcomes and creating an unforgettable experience for our guests. With a wide array of brands in exciting locations, HRI Hospitality is the destination to set course for growing your career! Maison Métier is just steps from New Orleans' Magazine Street in the Warehouse District. Our eclectic neighborhood is known for an enticing mix of galleries, boutiques and restaurants, conveniently located near top attractions like the National WWII Museum and the French Quarter. With its stunning décor and exceptional location, our hotel provides easy access to the best of the city, blending heritage, culture and modern luxury for an unforgettable stay. JOB SUMMARY: The Reception Concierge is responsible for processing all guest check-ins and checkouts by confirming reservations, assigning rooms, and issuing and activating room key. Processing all payment types such as room charges, cash, checks, debit, or credit. Answering, recording, and process all guest calls, messages, requests, questions, or concerns. Coordinating with Housekeeping to track readiness of rooms for check-in. Running daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. Completing designated cashier and closing reports in the computer system.

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ensure uniform and personal appearance are clean and professional.
Maintain confidentiality of proprietary information; protect company assets.
Ability to satisfactorily communicate in verbal and written English with guests, management, and co-workers to their understanding.
Strong interpersonal and problem solving abilities, highly responsible & reliable.
Have superb time management skills.
Prioritize and organize work assignments, have timely follow up with execution.
Ability to support all co-workers to reach a common goal and treat them with dignity and respect
Maintain complete knowledge of all hotel services/features and hours of operation.
Maintain knowledge of New Orleans cultural and city events.
Ability to focus attention on guest needs, remaining calm and courteous at all times.
Comply with quality assurance expectations and standards.
Must be able to maintain a flexible work schedule.
Ability to comply with physical demands as outlined below.
High school diploma or GED with 1 year experience in the guest services, front desk, or related professional area.
Or 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
Candidate must meet the following cognitive abilities:
Ability to understand guests’ service needs & requests.
Ability to acknowledge guests’ requests in a polite manner.
Ability to clearly communicate in verbal and written English (additional foreign languages are encouraged and preferred).
Ability to apply logical thinking and understanding to carry out written and oral instructions.
Ability to address and solve problems involving guest and operational issues.

Responsibilities

Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Address guests' service needs in a professional, positive, and timely manner.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
Thank guests with genuine appreciation and provide a fond farewell.
Assist other employees to ensure proper coverage and prompt guest service.
Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
Speak to guests and co-workers using clear, appropriate and professional language.
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
Provide assistance to coworkers, ensuring they understand their tasks.
Exchange information with other employees using electronic devices.
Process all guest check-ins by confirming reservations in computer system, verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
Set up accurate accounts for each guest upon check-in according to their requirements.
Follow safety protocol when issuing duplicate or new guest room keys.
Assign room according to guest request and preferences whenever possible.
Verify and adjust billing for guests.
Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
Advise guest of any messages received for them, and send to room if required.
Accommodate requests for room changes when possible.
File guest paperwork or documentation.
Pre-register designated guests and prepare key packets.
Ensure rates match market codes and that any exceptions are documented.
Sell a room/accommodation to guests without reservations based on availability.
Communicate to appropriate staff that there are guests that are waiting for an available room.
Review requests for late check-outs and approve according to occupancy.
Communicate late checkouts or early departures to the Housekeeping department.
Coordinate with Housekeeping to track rooms for check-in and to report guest concerns.
Obtain and verify proper tax-exempt information for tax-exempt guests.
Contact appropriate individual or department as necessary to resolve guest request or problem.
Receive, record, and relay messages accurately, completely, and legibly.
Answer, record, and process all guest calls, requests, questions, or concerns.
Follow up with guests to ensure their requests or problems have been met to their satisfaction.
Accept and record wake-up call requests and deliver to appropriate department.
Process all payment types such as room charges, cash, checks, debit, or credit.
Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
Count bank at end of shift and secure bank.
Balance and drop receipts according to Accounting specifications.
Provide change to guests.
Obtain manual authorizations and follow accounting procedures when systems are down.
Count bank at the beginning of shift to ensure amounts are correct and there is adequate change.
Print credit check report, review status of each account, and follow up as necessary.