JOB SUMMARY:
Provides front office services in compliance with Hotel Managers Group standards, ensuring exceptional guest service. Handles check-ins, check-outs, reservations, and guest inquiries professionally and efficiently. Maintains accurate financial records, room assignments, and hotel operations while adhering to company policies and procedures.
ESSENTIAL JOB FUNCTIONS:
Primary responsibilities:
· Reviews the Front Desk Log for any unusual situations or conditions and communicates with outgoing staff for any additional information.
· Counts the money in the cash drawer and signs in for the shift.
· Checks the number of occupied rooms using the rack or computerized Expected Arrivals Report.
· Reviews reservations for incoming groups, room blocks, special requests, and VIP requirements.
· Assigns and blocks rooms, ensuring guest details and stay dates are accurately recorded.
· Separates guaranteed reservations from 4:00 PM holds and checks for duplicate bookings.
· Posts all telephone, food, and miscellaneous charges to guest folios.
· Reviews the Housekeeping Report to ensure accuracy with in-house guest records.
· Reviews check-out folios to ensure a zero balance and verifies credit card approval codes.
· Notifies guests exceeding credit limits and requests immediate settlement.
· Prepares guest registration cards for pre-registration.
· Reviews disputed charges and collaborates with the Front Office Manager for resolution.
· Prepares a Shift Deposit Report, counts cash drawer funds, and secures the deposit in a locked safe.
· Updates the Front Desk Log with pertinent information for the next shift.
· Ensures proper uniform and adherence to hotel appearance standards.
· Issues safe deposit boxes upon guest request.
· Accurately maintains a cash bank and performs guest accounting functions.
· Maximizes room rates and promotes hotel services to achieve occupancy and revenue goals.
· Informs the Front Office Manager of unresolved guest complaints and suggestions.
· Reads and adheres to all posted memos and company policies.
· Follows the hotel's telephone etiquette standards.
· Checks message and mail slots, ensuring message lights are activated when needed.
· Notifies the Executive Housekeeper of late check-outs and stay-overs.
· Contacts guests who have not checked out by noon to confirm their revised departure.
· Replenishes front desk supplies as needed.
· Maintains cleanliness and order at the front desk.
· Files room keys and organizes key storage.
· Performs additional duties as assigned.
· Maintains knowledge of hotel services, events, and departmental functions to assist guests.
· Demonstrates proficiency in using front office equipment and software.
SKILLS & ABILITIES:
· Excellent customer service and communication skills.
· Strong problem-solving and conflict-resolution abilities.
· Ability to multitask in a fast-paced environment.
· Proficiency in hotel management software and reservation systems.
· Attention to detail and strong organizational skills.
· Basic math and cash-handling skills.
· Ability to work independently and as part of a team.
· Professional appearance and demeanor.
EDUCATION & CERTIFICATIONS :
· High school diploma or equivalent required.
· Minimum of 1-2 years of front desk or hospitality experience preferred.
· Experience with hotel management systems is a plus.
PHYSICAL REQUIREMENTS:
· Prolonged periods of sitting at a desk.
· Must be able to lift up to 15 pounds at times.
Pay: $19.50 - $20.50 per hour
Benefits:
- Employee discount
- Paid time off
Work Location: In person
