About the Blake Hotel:
Located in the heart of downtown New Haven, The Blake Hotel blends modern luxury with warm, personalized hospitality. As a boutique hotel, we are committed to creating exceptional guest experiences through thoughtful service, attention to detail, and a collaborative team culture.
At The Blake, every team member plays an important role in delivering memorable stays for our guests. We value professionalism, integrity, innovation, and a genuine passion for hospitality. Whether you're welcoming guests, maintaining our beautiful property, or supporting operations behind the scenes, you'll be part of a team that takes pride in exceeding expectations every day.
If you are passionate about service, thrive in a fast-paced environment, and enjoy working alongside dedicated professionals, we invite you to build your career with The Blake Hotel.
About the Role:
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Responsible for the prompt, efficient, and courteous check in and check out of guests.
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Ensure efficient communication with team members, vendors, and guests.
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Maintain a welcoming attitude and respond to all service questions and requests.
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Responsible for safeguarding both the hotel’s guests and its assets by following all established in the hotel’s policies and procedures.
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Responsible for collecting payment for services rendered during a guest stay, and for meeting many other guests’ needs during their stay.
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Responsible for following company policies and procedures, maintaining confidentiality, protecting company assets, and upholding quality standards.
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Ensuring your uniform, personal appearance, and communications are professional.
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Accountable for processing check-ins and check-outs in a friendly, efficient, and courteous manner.
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Creates reservations and processes special requests.
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Assists guests by having knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services.
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Works as a team player in meeting guests' needs.
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Provides gracious and efficient telephone services.
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Responds to incoming calls and emails promptly and knowledgeably ensuring accurate information.
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Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner such as, but not limited to:
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Meeting Space Checklist
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Rooftop Checklist (When in season)
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EOS
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Siena Restaurant Log (If the email gets sent within their shift)
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Guest complaint log (If any)
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Prepares for daily arrivals and creates room keys for incoming guests.
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Accepts and provides wake up calls for guests.
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Collaborates effectively with other service departments to effectively manage guest services.
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Listen, apologize with empathy, and direct the complaint to the proper supervisor when resolving guest problems.
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Processes customer credit at check-in/out in accordance with hotel policy
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Communicate and answer inquiries from guests regarding booking, hotel/local amenities, restaurants, transportation, entertainment, etc.
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Determine a guest's reservation status and identify how long the guest will stay.
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Help guests’ complete registration cards, and then assign rooms, accommodating guest’s special requests whenever possible.
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Verify the guest's method of payment and follows established credit-checking procedures.
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Follow all cash handling and credit card authorization policies.
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Be aware of all rates, packages, and special promotions.
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Be familiar with BEO/GEO reports and all in-house groups and meetings.
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Make sure the meeting room is set up and broken down accordingly.
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Be aware of closed out and restricted dates.
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Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
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Have knowledge of emergency procedures and aid as needed.
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Always use proper two-way radio etiquette when communicating with other employees.
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Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
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Be able to complete a front desk reports and housekeeping reports such as, but not limited to:
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Unbalanced Folios - Daily
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Exceeded Credit Limit - Daily
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Siena Restaurant Room Charge Log – Daily
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Guest Complaint Log – When needed.
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Balance and prepare individual paperwork for closing of shift according to hotel standards.
Role Requirements:
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Maintain market promotions and guest programs.
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Maintain a clean work area.
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Assist guests with safe deposit boxes and requests.
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Communicate with Maintenance and Management when something is out of order and properly create Maintenance slip request in a timely manner.
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Ability to work 7am – 3pm and 3pm – 11pm shifts, weekends are required
RMS is an Affirmative Action/Equal Opportunity Employer
