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Front Desk

Hotel Madison -
Harrisonburg, VA

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Job Details

Qualifications

Visitor query response
Objection handling (sales technique)
Record keeping
Computer operation
Customer communication
Proactive hotel and accommodations guest assistance
Computer literacy
Client inquiry handling
Answering guest questions
English
Conflict de-escalation
Hotel public area cleaning
Customer engagement
Desktop applications
Typing
Clean workspace maintenance
Customer data entry

Full Job Description

position summary

Performs routine clerical, secretarial and administrative work in answering telephones, receiving the public, providing customer assistance, data processing, and record-keeping.

essential functions

Greet and welcome guests upon arrival.
Register guests into the computer, verifying reservation, address, and credit information.
Accept payment for guests’ accounts both at the time of registration and at checkout.
Maintain a house bank and make a deposit and accurate report of receipts daily.
Cash checks and exchange currency for guests. Issue key to and control entrance of safety deposit boxes.
Post miscellaneous charges as requested.
Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.
Comply with Hotel Madison’s rules and regulations for the safe and effective operation of the hotel’s facilities.
Assist concierge in handling mail and facsimiles and providing guest with information regarding hotel facilities and local attractions.
Book reservations for those guests who approach the Front Desk.

Perform other related duties incidental to the work described herein.
Be sure to perform, execute, as well as adjust to other duties as assigned.

Qualifications and education requirements

High school or equivalent education preferred.
1 year of previous front desk or office experience preferred.
Customer Service Skills, problem resolution and basic computer knowledge.

physical requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.
Must have finger dexterity to be able to operate general office equipment as needed.
Must stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
Must be able to write, type, and know how to use basic functions of a computer.

other requirements

Pays good attention to detail.
Ability to read, write and comprehend verbal and written instructions in English.
Ability to access, read and accurately input data in all Reservation Systems.
Ability to handle and diffuse problem situations with courtesy, empathy and a resolution oriented approach.
Ability to use analytical & decision-making skills to offer options and resolve problems.
Ability to go between multiple systems & software programs to complete all work processes.
Ability to overcome customer objections through persuasion and providing a variety of options.
Possess a positive, professional attitude and friendly, service oriented demeanor.

Make sure that the lobby area is clean and ready for clients and guests.
Greet customers and answer their questions in a friendly, conversational manner.
Communicate effectively with other members of the staff and maintain a professional attitude even in the face of challenges, such as an irate guest.
Grooming: All employees must maintain a neat, clean, and well-groomed appearance per Hotel Madison standards.

Additional Notes

Equal Employment Opportunity. Hotel Madison is committed to providing equal employment opportunities in all employment practices, without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, veteran’s status, disability, sexual orientation, gender identity, or gender expression. Hotel Madison complies with the law regarding reasonable accommodation for disabled employees and applicants.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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Guest Services Representative

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Guest Service Representative