• Manages the day-to-day responsibilities associated with accommodating guests' arrivals, departures, guest safety and other requirements at the main desk of the establishment as a member of the Welcome Team.
Greet guests immediately with a friendly, sincere welcome. Maintain eye contact with guest. Use a positive, clear speaking voice, listen to guest requests and respond with appropriate action.
Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate, rev par possible, and ensure that staff does the same. Maintain and provide accurate information on and promote hotel facilities.
Maintain cash bank per accounting guidelines. Comply with all accounting procedures.Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change, and balance assigned cash bank. Accept and record guest certificates, traveler’s check and other forms of payment. Post charges to guest rooms and house accounts using the computer. Process payments per established procedures
Understand and operate front office telephone, computer systems, and equipment such as key adding machine, facsimile machines, etc.
Promptly answer the telephone using positive, pleasant tone of voice and following the established verbiage. Input messages into the computer/log book. Retrieve messages and communicate the content of messages to guests. Retrieve and send mail, small packages and facsimiles for guests.
Promptly complete registration process, input and retrieve information from computer, confirm pertinent information including number of guests, method of payment and length of stay, select guest room based upon guest needs/request, nonverbal confirmation of room number and rate, provide key folder containing guest room key. Close out guest accounts at time of check out. Properly file and retrieve registration cards.
Maintain effective communication within Front Office and related departments, and with all hotel departments. Stay aware of issues relating to front office and general hotel operations. Attend meetings as scheduled. Apprise management of any concerns or suggestions.
Adhere to safety, security and emergency procedures, react appropriately during emergency situations, and act promptly to correct hazards. Adhere to security procedures on the handling of guest room keys, the protection of guest related information and conduct weekly inventory of guest room keys.
Listen to and promptly act to resolve guest problems and complaints. Authorize revenue allowances to remedy problems with approval from management only after other alternative solutions have failed and appropriately document the solution/remedy. Apprise management of all guest complaints/problems; including those that have been resolved.
Keep general manager promptly & fully informed of all problems or unusual matters of significance coming to his/her attention so that prompt corrective action can be taken. Document the same by entering into the daily log book.
Attend & actively participate in all front office meetings. Participate in all training and cross training programs.
Answers inquiries pertaining to hotel services and area attractions.
All sales leads or sales enquiries including group sales/weekly sales information should be noted in details & immediately inform General Manager/Director of Sales.
*The company reserves the right to add or change duties at any time.
• Education: High school diploma or equivalent combination of education and experience preferred