What are the responsibilities and job description for the Front Office Representative position at Choice Hotels?
Position Summary
The role of Front Office Representative requires an individual the ability to provide superior guest service in a fast-paced, hotel environment, ensuring 100% guest satisfaction.
Creates 100% guest satisfaction by providing the Radisson experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations
Performs other duties as required by Management to provide 100% Guest Satisfaction and genuine hospitality to our Guest
Requirement/Skills
Physical Demands
Ability to stand, stoop or bend for entire shift
Ability to lift up to 20 pounds
Other Information
The hotel business functions seven days a week, 24 hours a day. All associates must realize this fact and be aware that at all times it may be necessary to move associates from their accustomed shift and alter assigned duties as business dictates. In addition, this is a hospitality business, and a hospitable service atmosphere must be maintained at all times
his position description is not intended to create, nor is it to be construed, as a contract of employment or a promise of employment. I understand that my employment is an “at-will” relationship and may be terminated by either party at any time, with or without notice.
We are an equal opportunity and affirmative action employer and make employment decisions without regard to age, race, religion, national origin, gender, sexual orientation, gender identity, disability, veteran status, genetic information, or other protected class. Our locations are drug-free and pre-employment drug tests are required. Background checks are also required before employment begins. We participate in E-Verify and those who are ineligible to work in the United States will not be considered.
The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.
The role of Front Office Representative requires an individual the ability to provide superior guest service in a fast-paced, hotel environment, ensuring 100% guest satisfaction.
- Receives and processes incoming guests
- Ensure a delightful, seamless arrival and departure for our guests.
- Greets guest and processes hotel registration and other transactions
- Keeps current on hotel accommodations, services and local attractions
- Handles all guest compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfaction
- Records resolutions to guest complaints on the “Make it Right” log
- Works with other departments as appropriate to arrange for services requested by the guest
- Stays current with developments in the hotel by reviewing and updating the communication log
- Prepares end of shift summaries and communications for management and other shifts
- Encourages day to day up selling of guest accommodations and promotes hotel amenities, food & beverage outlets, hotel services and loyalty program
- Makes reservations in accordance with hotel’s yield management practices
- Processes customer credit at check-in in accordance with hotel policy and data privacy policy standards
- May be responsible for answering and fielding all calls to the hotel, both internal and external
- Identifies and records special billing instructions and notifies Accounting
- Obtains appropriate approvals and signatures for guest transactions
- Follows hotel policy on cash banks
- Maintains confidentiality of guest information
Creates 100% guest satisfaction by providing the Radisson experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations
- Gives personal attention, takes personal responsibility, and uses teamwork when providing guest service
- Listens, apologizes with empathy, finds a solution, and follows through when resolving guest problems
- Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis
- Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction
- Performs other duties required to provide the service brand behavior and genuine hospitality
Performs other duties as required by Management to provide 100% Guest Satisfaction and genuine hospitality to our Guest
Requirement/Skills
- Strong customer service experience required
- Previous hotel experience preferred
- Ability to maintain a positive and professional attitude when handling all situations
- Solid computer skills
- Ability to push/pull up to 30lbs
- Ability to work flexible schedule, including morning, afternoons, nights and weekends
- Excellent communication skills
- Must possess a strong team spirit
- Opera experience preferred
Physical Demands
Ability to stand, stoop or bend for entire shift
Ability to lift up to 20 pounds
Other Information
The hotel business functions seven days a week, 24 hours a day. All associates must realize this fact and be aware that at all times it may be necessary to move associates from their accustomed shift and alter assigned duties as business dictates. In addition, this is a hospitality business, and a hospitable service atmosphere must be maintained at all times
his position description is not intended to create, nor is it to be construed, as a contract of employment or a promise of employment. I understand that my employment is an “at-will” relationship and may be terminated by either party at any time, with or without notice.
We are an equal opportunity and affirmative action employer and make employment decisions without regard to age, race, religion, national origin, gender, sexual orientation, gender identity, disability, veteran status, genetic information, or other protected class. Our locations are drug-free and pre-employment drug tests are required. Background checks are also required before employment begins. We participate in E-Verify and those who are ineligible to work in the United States will not be considered.
The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.
Ability to model Choice’s Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity.
