Within the spirit of “Making People’s Dreams Come True”, this position greets and serves guests in a professional, hospitable manner. Register guests; provide prompt and courteous service to the guest throughout their stay, resolve guest problems, close guest accounts upon check out and offer fond farewell to the guests. This position is also responsible for delivering Raving Fans customer service to both internal and external customers.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Duties and responsibilities for this position include the following; While this is intended to be an accurate reflection of the current job, Management reserves the right to revise the job or to require that other or different functions to be performed when circumstances change or exigencies require (this includes but is not limited to emergencies, changes in personnel, workload, rush jobs or technology developments)
· Ensure each guest receives outstanding service by providing a friendly, professional environment.
· Empowered to guarantee total guest satisfaction, display hospitality and professionalism to our guests always, taking pride in representing the hotel professionally with our guests and assuring that all transactions with guests are handled in a legal and ethical manner.
· Understand and apply all property safety and security procedures to always maintain a secure and safe environment for associates and guests. In the event of an accident or emergency, get medical attention, if necessary, and contact the GM or Human Resources immediately.
· Maintain a favorable working relationship with all company associates to foster and promote a positive working environment.
· Greet guests immediately with a friendly, sincere welcome. Maintain eye contact with guests. Use a positive, clear speaking voice, listen to guests’ requests, and respond with appropriate action.
· Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate possible.
· Maintain and provide accurate information on the local area, hotel, and promote hotel facilities.
· Maintain cash bank per accounting guidelines. Comply with all accounting procedures.
· Maintain effective communication within Front Office and related departments, and with all hotel departments. Stay aware of issues relating to front office and general hotel operations. Attend meetings as scheduled. Apprise management of any concerns or suggestions.
· Understand and operate front office telephone, computer systems, and equipment such as key machine, copier/fax machine, etc.
· Promptly complete registration process, input and retrieve information from computer, confirm pertinent information including number of guests, method of payment and length of stay, select guest room based upon guest needs/request, nonverbal confirmation of room number and rate, provide key folder containing guest room key (and club key if applicable), certificate and coupons as appropriate. Close out guest accounts at time of check out. Properly file and retrieve registration cards.
· Verify and Imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change, and balance assigned cash bank. Accept and record vouchers, travelers check and other forms of payment. Post charges to guest rooms and house accounts using the computer. Process payments per established procedures.
· Provide safety deposit boxes to guests in accordance with established hotel procedures.
· Promptly answer the telephone using positive, pleasant tone of voice and following the established verbiage. Input messages into the computer. Retrieve messages and communicate the content of messages to guests. Retrieve and send mail, small packages, and facsimiles for guests.
· Listen to and promptly act to resolve guest problems and complaints. Authorize revenue allowances to remedy problems only after other alternative solutions have failed and appropriately document the solution/remedy. Apprise management of all guest complaints/problems; including those that have been resolved.
· Perform other duties as assigned by supervisors or required by guests and fellow associates.
EDUCATIONAL/EXPERIENCE REQUIREMENTS
· High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
SUPERVISORY REQUIREMENTS
· No formal supervisory responsibilities in this position.
LANGUAGE SKILLS
· Ability to read and comprehend simple instructions, short correspondence, and memos.
· Ability to write simple correspondence.
· Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
MATHEMATICAL SKILLS
· Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
· Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
PHYSICAL DEMANDS
· The physical demands described here are representative of those that must be met by an employee to successfully perform the essential job functions of this position.
· While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include peripheral vision, and ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and outside weather conditions. The noise level in the work environment is usually moderate.
Employee and Supervisor have reviewed the above job description and determined that it accurately reflects the position. Employee acknowledges and agrees that he/she is qualified to perform the essential functions of the position with or without accommodation.
Pay: $15.75 per hour
Work Location: In person
