Front Desk

Best Western Hotel & Suites - Roanoke Rapids, NC (30+ days ago)


Job Summary:

Represents the hotel to the guest throughout all stages of the guest’s stay by working with all hotel personnel to ensure every guest experiences superior customer care. Responsibilities include registering guests, assigning rooms, accommodating special requests, and ensuring the guests have a pleasant stay and smooth checkout. Accurately and efficiently handles all hotel reservation inquiries and requests. Provides courteous, prompt and professional responses, while promoting hotel services and ensuring maximum room revenues. Assists in administrative duties as they relate to booking, tracking, charging, handling, and inputting reservations or promoting the hotel’s pricing.

Job Duties:

  • Maintains an inventory of vacancies, reservations and room assignments. * Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures. * Knows room locations, types of rooms available, and room rates. * Registers arriving guests and assigns rooms. * Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms. * Coordinates guest room maintenance work with the engineering and maintenance division. * Uses persuasive selling techniques to sell rooms and to promote other services of the hotel. * Knows daily activities and meetings taking place in the hotel. * Reports any unusual occurrences or requests to the manager or assistant manager. * Manages and resolves all guest complaints in a professional and courteous manner. * Processes guest check-outs and handles monetary transactions. * Processes reservations delivered by telephone, mail, fax, central reservations systems, sales office, and travel agents; and prepares letters of confirmation. Communicates reservation information to the front desk. * Knows types of rooms available, as well as their location and layout. Tracks future room availabilities on the basis of reservations. * Processes cancellations and modifications and promptly relays this information to the front desk. * Stays abreast of selling status, rates, and benefits of all hotel package plans. * Helps develop room revenue and occupancy forecasts. * Promotes superior customer care by being courteous, friendly, and helpful to guests, managers, and fellow employees. * Maintains customers’ privacy. * Performs other duties as assigned. * Maintains a high level of professional appearance and demeanor. * Performs other duties as assigned.

Qualifications:

  • High school diploma or equivalent. * Ability to communicate with public, hotel staff, and management in a professional manner. * Knowledge of surrounding areas and local events. * Ability to understand and adhere to proper credit, check cashing, and cash handling policies and procedures. * Basic skills in basic math and computers. * Possess telephone communication skills in terms of the ability to negotiate, convince, sell and influence potential hotel guests. * Ability to learn safety, emergency, and accident prevention policies and procedures. * Skilled in the use of front office equipment. * Knowledge of proper telephone etiquette. * Ability to work a flexible schedule, including weekends and holidays. * Must be punctual and maintain regular and reliable attendance.

Job Type: Part-time