• ORGANIZATIONAL RELATIONSHIPS

REPORTS TO: Front Office Manager

SUPERVISES: None

• PURPOSE OF POSITION:

To operate the Front Office and Audit process in a courteous and professional manner at all times. Handle guest reservations, arrivals and departures.

• SPECIFIC DUTIES AND RESPONSIBILITIES:

• Responsible for providing courteous guest service and responding promptly to guest questions, complaints or requests. Assist TEAM in maintaining/achieving goals set forth in accordance with the Hotel Brand Guest Satisfaction system.
• Processing all reservation requests for hotel in an efficient manner, whether by mail, telephone, computer or in person at the Front Desk.
• Processing all guest registrations and checkouts promptly, remembering that this is the first and last impression on our guest.
• Processing all computer messages, answering computer administrative messages, and making proper distribution of computer messages as required.
• Accounting for all receipts, paid-outs, and charge funds as specified.
• Performing Front Office posting and filing procedures directed.
• Notifying the Front Office Manager of excessive charges to a guest’s folio, or of any suspicious actions by a guest or visitor.
• Maintaining cleanliness and order of the Front Office area.
• Providing accurate information to other departments such as house counts, room status or guest service requirements.
• Providing other services as requested by the Front Office Manager.
• Responsible for answering the switchboard promptly, before the third ring, if at all possible, in a courteous manner using proper telephone etiquette.
• Responsible for authorizing all credit cards. Also re-approving credit cards after the guest has exceeded the specified approval. Any additional approvals should be made for the amount of the projected guest stay. Re-approvals should be marked clearly for all to see. Any declined cards should be given immediately to a Manager.
• Responsible for receiving Maintenance requests and making sure that they are reported to the Maintenance Department as soon as possible.
• Responsible for inputting all wake-up calls accurately into the phone system.
• Maintain proper supply levels for the next shift.
• Run Audit reports from the ONQ
• Run Audit reports from other systems, such as telephone, pay movie, Internet, etc. as required.
• Perform system backup daily.
• Deliver Newspapers and Express Check Out folios as required.
• Balance all revenue and settlement accounts nightly, maintain files and reset the systems for the next day operation.
• Ensure all reports and back-up vouchers are complete and filed properly
• Ensure all necessary copies of documents/back-up and reports of daily work are distributed to the proper person (GM, FOM and/or Housekeeper Supervisor).
• Any other duties or responsibilities which might be required by a Supervisor or Manager.

• CONTACTS OUTSIDE ORGANIZATION:

Works with guests to ensure their satisfaction.

• CONTACTS WITHIN ORGANIZATION:

Works with Maintenance, Front Desk and other staff to accommodate guest requests to promote their satisfaction.

• GENERAL AUTHORITY THIS POSITION HAS WITHIN THE

ORGANIZATION:

Follows established procedures and promptly brings exceptional problems to management’s attention.

• MINIMUM EXPERIENCE/SKILL REQUIREMENTS:
• Prefer six (6) months’ front desk/audit experience.
• Excellent communication and courteousness. Ability to learn quickly.
• Understanding of basic front desk terminology. Knowledge of basic front desk operations.
• Knowledge of accounting operations to include accounts receivable, accounts payable, etc.
• Basic mathematical skills
• Ability to access and accurately input information into a computer
• Ability to read, write and speak English sufficient to understand and communicate with employees and guests.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Evening shift
• Night shift
• Weekends as needed

Work setting:

• In-person

Work Location: In person