What are the responsibilities and job description for the Hotel Front Desk Attendant position at Southern Management Companies, LLC?
Responsible for greeting visitors and performing clerical tasks. Typical duties include offering advice and information to customers, taking phone calls, updating databases, taking orders, and collecting payments. High customer service and multi-tasking skills are needed on a daily basis.
WHAT WE EXPECT FROM YOU :
Accurately perform required tasks on the PMS in a timely manner
Occasionally make, confirm and cancel guest reservations
Communicate efficiently with other departments
Help maintain and stock pantry items
Ensure cleanliness of front desk and office area (i.e., clean up, package dispersing, dust free, etc.)
Maintain complete knowledge at all times of :
o All hours of operation
o All guest room layouts, bed types, dcor, appointments and locations
o All room rates, special packages and promotions
o Daily house count and expected arrivals / departures
o Scheduled daily group activities
Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times
Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
Accurately, efficiently and professionally process all guest check-ins and check-outs
Verify registration card information with the guest
Obtain back-up information for guest credit / payment method and input into system; collect cash when designated
Direct Bell Person / Shuttle Driver to escort guest and transport their luggage to the room
Handle overbooked or "walked" guests
Accept and record wake-up call requests
Monitor, send and distribute guest faxes
Communicate pertinent guest information to designated departments / personnel (i.e., special requests, amenity delivery)
Resolve discrepancies on the room status report with Housekeeping
Match the "bucket check" to in-house guest ledger report; report discrepancies to Manager
Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges
Balance all cash, credit, direct bill receipts and other paperwork completed during shift
Acknowledge all guests and respond promptly to their needs, however busy and whatever time of day. Ensure unresolved incidents are reported to Manager / Supervisor
Familiarity with all hotel services / features and local attractions / activities to respond to guest inquiries accurately
Complete required Appraisals
Contribute to the team's success by accomplishing tasks and assisting with projects as needed
Maintain knowledge and compliance with departmental policies, service procedures, and standards
Availability during peak operating times, ie : Weekends, Holidays and Special Events
Work as a team member to ensure our guests have the best possible experience
Understand company's emergency procedures and be able to apply them when necessary
Report any incidents, property damage or injuries immediately to Manager / Supervisor
Attend department meetings and training sessions as necessary
Contribute to team / company engagement efforts
Perform other duties as assigned by Manager and / or Supervisor
JOB KNOWLEDGE & SKILLS :
Must be able to lift 50 pounds or more
Must be able to stand for 8 or more hours
Excellent written and verbal communication skills
Compute basic arithmetic and mathematical calculations
Organized and detail oriented
Excellent time management skills
Excellent interpersonal skills
Sound leadership and managerial skills
Ability to work effectively in stressful, high-pressure situations while maintaining composure and guest satisfaction
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