Front Desk Representative

This position is responsible for operating the hotel’s front desk systems for PBX, reservations, and check-in/check-out in accordance with Company standards for quality, cleanliness, guest satisfaction, and safety and security.

Work Objectives

1. • Process guest registrations, including the computation and collection of payment.
   
2. • Complete shift reports and process all financial transactions, including the verification and processing of credit card transactions in accordance with company policies and procedures
   
3. • Maintain room status inventory.
   
4. • Respond to guest inquiries regarding hotel services, reservations, attractions, directions, etc.
   
5. • Send and receive telephone calls and facsimiles; sort incoming mail and messages.
   
6. • Conduct night audit as assigned.
   

Guest Satisfaction

1. • Respond to guest needs, special requests, and complaints as needed.
   
2. • Process guest invocations of 100% satisfaction guarantee.
   
3. • Smile, acknowledge, and greet guests at front desk and other public areas.
   

Teamwork

1. • Be available to work a flexible schedule.
   
2. • Assist other employees in various assignments, to include operating the courtesy van and assisting with breakfast, laundry, or housekeeping duties.
   

Safety and Security

1. • Perform work duties in accordance with Company safety and security policies and procedures, as well as in accordance with posted OSHA, HazCom, and Blood Borne Pathogen regulations.
   
2. • Report and store lost-and-found items in accordance with hotel procedures.
   

1. • High school diploma or equivalent.
   

1. • Previous experience in the service industry is preferred but not required.
   

1. • Must be proficient in the use of common Windows-based programs, including Microsoft Word and Excel.
2. • Must be able to operate basic office machines, i.e., copier, fax, printer, etc.
3. • Must display very good organization and time management skills.
   
4. • Must have excellent communication and interpersonal skills with the ability to interact with many types of personalities.
   
5. • Must have sound judgment and discretional skills and be able to work with little supervision.
   
6. • Must be able to consistently work under pressure and simultaneously prioritize multiple projects.
   
7. • Must be able to work with sensitive and confidential material.
   
8. • Must be able to speak, read, write and understand English.

PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:

1. • Must be able to stand for extended periods, often for a minimum of 2 hours at a time.
   
2. • Must be able to maneuver through all areas of the front office.
   
3. • Must be able to lift up to 20 pounds and carry up to 10 pounds.
   
4. • Must be able to bend, reach, kneel, twist, and grip items while working at assigned desk area.
   
5. • Must have the manual dexterity and coordination to operate office equipment, including a 10-key adding machine, PC computers, fax machine, and photocopier.
   
6. • Must be able to adjust to changing priorities, and simultaneously complete multiple assignments despite interruptions.

Must be Fluent in English