Guest Services / Front Desk Representative

JOB TITLE: Guest Service Representative/Front Desk Clerk

REPORTS TO: Guest Service Manager/Front Office Manager

JOB SUMMARY: Assists guest check-ins, processes reservations, and coordinates guests services through various departments.

ESSENTIAL FUNCTIONS:

• Provides courteous guest service by responding promptly and efficiently to inquiries, requests and complaints, and by accurately processing guest mail and messages

• Coordinates the delivery of guest services by other hotel departments and outside businesses

• Processes all incoming and outgoing reservation and cancellation requests in a timely manner by mail, telephone, in person and via the applicable franchise system

• Assists guests upon arrival and handles check-in procedure swiftly and accurately

• Maximizes room revenue and occupancy levels through suggestive selling

• Applies knowledge of marketing programs applicable to the hotel, local area and all hotel functions and outlets, and properly presents the programs to guests

• Handles departmental accounting of monies, receipts, guest accounts and other forms of credit. Operates the department's cash register

• Maintains information and communication sources such as room rack, telephone information rack, log book and applicable franchise directories

• Operates PBX (switchboard) equipment to handle incoming calls, outgoing calls, wake up calls and the paging of guests

Operates the applicable franchise terminal and performs designated maintenance tasks. Monitors in-house computer accuracy to ensure maximum occupancy

• Examines the day's reservations for correct date, type of room reserved, and any special requests

• Executes reservations using signal blocking cards and files reservation cards alphabetically

1. Pulls ARR list

2. Pulls CXL list

• Complies with the hotel's security and emergency procedures

• Complies with all corporate office and applicable franchise policies and procedures

• Maintains order and cleanliness of the front desk area

• Provides assistance to other employees to contribute to the smooth operation of the department and hotel

• Performs other related and unrelated tasks as assigned by management

JOB SPECIFICATIONS:

Environmental Conditions: Inside: Protection from weather conditions but not necessarily from temperature changes.

Essential Skills: Requires familiarity with applicable franchise front desk standards and procedures or ability (gained through 2 years previous experience related employment or front desk experience) to quickly become familiar with applicable franchise standards and procedures. Must possess knowledge of hotel interdepartmental relationships as well as all operations pertaining to front desk: Reservations, Guest Registration, Concierges Services, Bell Services, Telephone Services, Guest Accounting. Must have ability to handle/resolve guest complaints and/or knowledge/understanding of when and how to direct the guest to receive assistance. Must have ability to professionally represent the hotel, deal positively with the public, and possess pleasant telephone manner. Knowledgeable in Reservations/Inventory management.

Educational/Vocational Preparation: High school graduate or equivalent. Previous hotel front office experience preferred; however, ability gained through 2 years related employment (sales, resort, marketing) or on-the-job training may substitute for actual front office experience.

Job Type: Full-time

Pay: From $14.00 per hour

Expected hours: 24 – 40 per week

Benefits:

• Employee discount
• Flexible schedule
• Paid time off

Schedule:

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

Work Location: In person

Salary : $14