Guest Service Rep / Front Desk - Overnight Shift

About us

Holiday Inn Express Atchison is a small locally owned business in Atchison, KS. Our hotel is among the top Holiday Inn Express Hotels in the U.S... Our business is built on delivering exceptional hospitality.

Front Desk Host - Overnights

Department: Front Office

Typically Reports To: Front Office Manager

Job
Front Desk Hosts are often the first point of contact and provide both the first and last staff impression for most hotel guests. Front Desk Hosts build relationships with our guests by engaging with each one and looking for an opportunity to offer an unexpected kind gesture which will surprise and delight the guest whenever possible. The Front Desk team is the Hotel’s front- line Sales Team and must be engaged in the hotels revenue goals, work to convert every reservation opportunity and follow the hotels revenue and rate booking strategies.

Duties and responsibilities

• Offer a warm friendly welcome to every guest by greeting them with a smile and sincere welcome.
• Check guests in and out of the hotel, provide information on amenities hotel services.
• Be a positive ambassador for the community by being knowledgeable about the area and events and providing unsolicited suggestions that will enhance the guests experience during their visit to the community.
• Answer phones in a prompt and courteous manner and handle all guest calls, messages, requests, questions or concerns to completion.
• Strive to maximize reservation bookings and revenue by utilizing the reservation sales standard procedure.
• Prepare for the arrival of each guest by reviewing the arrivals list and fulfilling special requests, reviewing all profile notes, looking for ways to anticipate guest needs, and preparing keys and documents prior to their arrival.
• Record guest preferences in the system and communicate them to other staff members whenever possible to maximize the personalization of the guests’ stay.
• Seek opportunities to take extra steps of care or offer an unexpected act of kindness toward a guest or co-worker at all times while at work.
• Accurately process all cash and credit card transactions using established procedures.
• Issue, control and release hotel master keys and guest safe-deposit boxes in line with hotel procedures.
• Communicate special guest requests or problems related by guests to management and / or other departments as to ensure excellent quality and service.
• Take action to solve guest problems/complaints using appropriate service recovery guidelines.
• Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the supervisor or manager on duty.
• Perform secondary duties including folding laundry, cleaning, and assisting other departments as needed.

Qualifications and requirements
High School diploma /Secondary qualification or equivalent. Must speak English fluently. Basic computer operations and mathematics skills. The ability to comprehend and perform basic accounting principles and tasks are preferred.

A naturally positive and upbeat demeanor and attitude are required for this position.

This job requires ability to perform the following:

• Standing for up to 8 hours
• Carrying or lifting items weighing up to 25 pounds
• Handling objects, products and computer equipment
• Basic computer skills to operate various property management and reservations systems, etc.
• Being passionate about people and service
• Strong verbal and written communication skills, including utilization of proper grammar in written communications when interacting with guests and employees
• Basic math skills are used frequently when handling cash or credit.
• Problem solving and logical reasoning skills
• Work a flexible schedule including nights, weekends and/or holidays

Compensation

• Starting wage: FT - $11 with increases after training period completion
• Criteria for increases
• Consistently seeks opportunities to create memorable experiences and takes action to perform unexpected acts of kindness toward others – is regularly recognized in guest comments.
• Exhibits focus on continuous improvement on front desk sales techniques, utilizes reservation sales strategies consistently, works aggressively to maximize reservation capture at highest suitable rate.
• Contributes to the achievement of departmental and personal goals as established by the Guest Service

Job Types: Full-time, Part-time

Pay: From $12.00 per hour

Benefits:

• Employee discount
• Paid time off
• Retirement plan

Schedule:

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

Work Location: In person

Salary : $12