ESSENTIAL DUTIES AND RESPONSIBILITIES
The essential functions include, but are not limited to the following:
Report to the Front Desk Department at the prescribed time and in uniform.
Ensure an overall positive quality of the guest experience to every customer on every occasion to ensure guest satisfaction.
Respond to in-house guest concerns or complaints in a timely manner. Make appropriate service recovery gestures according to established guidelines. Follow up with guest to ensure that guest is satisfied.
Handle guest regulation and room assignments, accommodating special requests whenever possible. Assist in pre-registration and blocking of reservations when necessary.
Have thorough knowledge of hotel credit and check cashing policies and procedures and adhere to them.
Review checkouts, insuring payments match final balances.
Records the total daily amount of credit card purchases and deposits.
Verifies credit cards, direct billing and cash deposits are accurate and balanced.
Post all charges to guest accounts.
Have knowledge of hotel property, hotel staff and hotel services with hours of operation.
Handle guest check-ins and checkouts efficiently and in a friendly and professional manner.
Develop a thorough knowledge of room locations, types of rooms, and room selling strategies.
Know cash handling procedures.
Ensure that the MOD (hotel) keys are safe and in place, know who has the keys at all times making sure that only employees that are allowed to use them have access to them.
Have knowledge of hotel rates, discounts and how to handle each.
Have working knowledge of reservations and procedures, take same day reservations. Know cancellation procedures and walk procedures.
Answer all telephone calls within three rings in a friendly, efficient manner that promotes a positive image of the hotel.
Provide callers and guests with local directions and general information in courteous and accurate manner.
Assist in welcoming and training new team members.
Other duties as assigned by management.
MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)
Able to track and keep accurate records
Ability to function well under pressure
Well organized and detail orientated
Knowledge of service standards
Additional work experience preferred
Excellent communication skills
Reading and writing in English preferred, but not required
Must possess initiative and high energy level
Ability to coordinate multiple activities
Ability to interact with guests and associates
Outstanding hospitality skills
PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
Extensive bending, stooping, overall flexibility
Regularly lifting/pushing/pulling up to 50 lbs
Occasionally lifting/pushing/pulling up to 100 lbs
Must be able to walk entire property
Prolonged standing
Ability to manage high levels of stress
Visual observation skills required
