Front Desk Jobs

About The Position

Requirements

• High School diploma /Secondary qualification or equivalent.
• Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Must possess basic computational ability.
• Must possess basic computer skills.
• Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where the hotel is located and its attractions.
• Must be able to stand and exert well-paced mobility for up to 4 hours in length.
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
• Must be able to lift up to 15 lbs occasionally.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, and climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Ability to spend extended lengths of time viewing a computer screen.
• Requires manual dexterity to use and operate all necessary equipment.
• Must have finger dexterity to be able to operate office equipment.
• Being passionate about people and service.
• Strong communication skills are essential when interacting with guests and employees.
• Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
• Basic math skills are used frequently when handling cash or credit.
• Problem-solving, reasoning, motivating, and training abilities are often used.
• Have the ability to work a flexible schedule, including nights, weekends, and/or holidays.

Responsibilities

• Respond in a professional and courteous manner to arriving, departing, and in-house guests by providing accurate and timely information and services.
• Respond to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns.
• Greet and welcome guests upon arrival.
• Register guests into the computer, verifying the reservation, address, and credit information.
• Promote the “preferred” guest program and provide recognition and benefits to all current members.
• Accept payment for guests’ accounts both at the time of registration and at checkout.
• Maintain a house bank and make a deposit and an accurate report of receipts daily.
• Cash checks and exchange currency for guests.
• Issue key to and control entrance of safety deposit boxes.
• Post miscellaneous charges as requested.
• Promptly respond to and resolve guest complaints.
• Answer telephone promptly and properly being polite, courteous, and friendly.
• Be friendly, thorough, accurate and efficient in taking reservations.
• Be friendly, thorough, accurate and efficient in performing Check-ins.
• Be friendly, thorough, accurate and efficient in performing Check-outs (If applicable).
• Operate or assist with shuttle or transportation Service in a timely and courteous manner.
• Assist guests with luggage upon their arrival to and departure from the hotel.
• Use the guests’ names.
• Be knowledgeable and helpful about the local area, the hotel and hotel services.
• Handle messages, wake-up calls, mail, and faxes properly.
• Assist guests’ with laundry/dry cleaning needs.
• Know of incoming VIPs.
• Follow all applicable Company Standard Operating Procedures.
• Perform other assignments as directed by the General Manager.
• Be an enthusiastic, helpful and positive member of the team.
• Be professional, responsible and mature in conduct and behavior.
• Be understanding of, encouraging to and friendly with all co-workers.
• Be self-motivated and use time wisely.
• Maintain open line of communications with each department.
• Communicate pertinent information.
• Respond positively to new ideas.
• Openly accept critical/developmental feedback.
• Maintain effective communication through the use of meetings, log books and bulletins.
• Be available to help other departments in emergency situations.
• Adhere to all work rules, procedures and policies established by the company including, but not limited to those contained in the associate handbook.
• Properly handle and account for keys.
• Be knowledgeable of policies regarding emergency procedures and security concerns.
• Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available.
• Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services; have in depth knowledge of and regularly re-stock and sell pantry items.
• Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets.
• Have full understanding of franchise honors program.
• Ensure all customers establish credit upon check-in.
• Improves timeliness of cash flow by adhering to all established credit and inventory control procedures.
• Verifies all information on reservations check-in; name, address, method of payment, etc.
• Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers.
• Identifies and records special billing instructions and notifies accounting.
• Completes shift closing accurately by getting appropriate approval signatures and authorization codes.
• Adheres to hotel policies regarding the use of cash banks.
• Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift.
• Report potential sales contacts to the sales department.
• Protection of guests’ room numbers.

Benefits

• Medical/Dental/Vision
• Vacation & Holiday Pay
• Reduced Room Rates throughout the portfolio
• 401(k)
• Employee assistance program
• Employee discount
• Life insurance