What are the responsibilities and job description for the Front Desk Associate position at Holiday Inn Airport?
Qualifications • Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts • Ability to stand and move throughout front office and continuously perform essential job functions • Ability to access and accurately input information using a moderately complex computer system • Ability to observe and detect signs of emergency situations • Ability to establish and maintain effective working relationships with associates, customers and patrons • Effective verbal and written communication skills • Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc Responsibilities • Assist guests with arrival and departure from hotel, while providing positive guests experiences • Greet customers immediately with a friendly and sincere welcome • Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions • Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate • Make appropriate selection of rooms based on guest needs • Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate • Verify and imprint credit cards for authorization using electronic acceptance methods • Handle cash, make change and balance an assigned house bank • Accept and record vouchers, traveler's checks, and other forms of payment • Post charges to guest rooms and house accounts using the computer • Promptly answer the telephone using positive and clear communication • Retrieve messages and communicate the content to the guest • Retrieve mail, small packages and facsimiles for customers as requested • Close guest accounts at time of check out and ascertain satisfaction • In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances • Field 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 price conflicts, insufficient heating or air conditioning, etc • Remain calm and alert especially during emergency situations and heavy hotel activity • Plan and implement detailed steps by using experienced judgment and discretion • Comply with attendance rules and be available to work on a regular basis • Perform any other job related duties as assigned |
