Job Details

Description

Summary of Essential Job Functions

• Approach each guest interaction with the mindset of exceeding guest expectations.
• Reconcile and complete all daily Front Desk Agents work, run final trial balance to post rooms and close day, provide next day reports for the Front Desk, Housekeeping, Front Office Manager, GM, and Accounting.

Run audit reports / journals from the front office system, point of service and the computer.

• Balance all revenue and settlement accounts nightly, maintain files and reset the system for next day operations.
• Perform all the duties of a Front Desk Agent as assigned including but not limited to completing the registration process by inputting and retrieving information from a computer system, and confirming pertinent information including number of guests, all adult guest names, address, phone number, email address and room rate.
• Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate.

Provide room keys and hotel information to guests.

• Promote the Doubletree guest loyalty program providing recognition and benefits to all present members. Describe member benefits to non-members with the goal of enrollment.
• Act as the first contact point (MOD) for any guest issues and hotel security on the overnight. Answer all guest calls and delivery of messages on the overnight.
• Resolve guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.
• Listen and extend assistance in order to resolve problems such as insufficient heating or air conditioning, cleanliness, and service, etc.
• Remain calm and alert especially during emergency situations and heavy hotel activity.
• Plan and implement detailed steps by using experienced judgment and discretion.
• Owning the desk and desk operations they strive to exceed guest expectations at every opportunity.
• Set up fresh coffee in a manner timely to guests with early wake-up calls. Help create an energized environment as a participating member of the Aloft Talent.
• Do your part to assure the cleanliness and conditions of the lobby by straightening up after guests. Responsible for communicating larger issues to Refresh (Housekeeping) and Repair (Engineering) for immediate attention.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Required Abilities

• Must have the ability to communicate in English.
• Self-starting personality with an even disposition.
• Maintain a professional appearance and manner at all times.
• Communicate well with guests.
• Must be willing to pitch-in and help co- workers with their job duties and be a team player.
• Basic mathematical skills and ability to make accurate mathematical calculations using a 10-key.
• Ability to effectively deal with guest and employee concerns in a friendly and positive manner.
• Ability to access and accurately input information using a moderately complex computer system.

Qualifications

Skills

Behaviors

Motivations

Education

Experience

Licenses & Certifications

Last updated : 2024-06-25