ESSENTIAL DUTIES:
Check In and Out Services
Presents and receives completed registration card, assigns rooms, and informs guests of room location and rate
Enters key information such as room numbers and messages
Files checkout registration cards daily
Updates guest accounts and presents checks to guests
Corrects inaccuracies and discrepancies on guests accounts
Posts charges to guest accounts
Completes daily bucket and high balance checks and files check-in cards
Checks groups and tours in and out
Is familiar with the physical layout of the hotel, including guest rooms and their locations, facilities, and amenities in order to confidently sell the hotel to prospective guests
Updates all guest profiles with correct billing information, preferences, special requests, etc.
Other duties as requested by management
Other Guest Services
Reports any guest concerns or comments to the Front Office Manager and Assistant Manager
Takes on the spot reservations
Effectively communicates using the interdepartmental communication system
Provides Concierge services to guests when needed
Investigates guest charges to resolve complaints
Checks messages and mail
Books guest reservations for individuals via telephone, email or fax from within the hotel in accordance with SIXTY standards and reservation scripts
Up-sell rooms where possible according to established procedures to maximize revenues
Reconciliation
Balances cash daily
Deposits cash in safe and float in safety deposit box
Ensures all billing and paperwork is done in accordance with Accounting standards
Cash Handling
Exchanges currency
Accepts advance deposits for guests checking in and posts the advance to guests’ accounts
Handles change and balances accounts
RESPONSIBILITIES AND AUTHORITIES:
Connects with guests on a daily basis, provides exceptional customer service, and creates memorable experiences
Handles guest complaints promptly and professionally
Reports guest concerns or comments to the Front Office Manager or Assistant Front Office Manager
Establishes and develops long term customer relationships providing value and profitability
Enhances guests’ stay by creating a welcoming, upscale atmosphere
REQUIREMENTS:
Any combination of education and experience provided that the candidate displays the required level of skill and knowledge for a successful performance.
EDUCATION:
Hospitality Diploma or Degree
Minimum 6 months of customer service experience
KNOWLEDGE:
Hospitality or customer service
SKILLS:
Must have excellent interpersonal skills and enjoy working with people
Enthusiastic, punctual, and dedicated to the job
LICENSE:
Not required
PHYSICAL:
Must be able to stand for long periods at a time