Front Desk Representative

Summary: Provides excellent service to all hotel guests by checking guests in and out of the hotel, answering guest questions and resolving guest concerns in a positive manner.
Essential Functions:

• Welcomes guests by initiating conversation with a friendly greeting and maintaining a positive and upbeat attitude throughout the guest interaction
• Builds relationships with guests by smiling and making eye contact and answering all guest questions in a thorough manner
• Explains and processes guest check-in and check-out procedures in an efficient and accurate manner
• Promotes the property by offering information regarding current promotions, facilities, and property services
• Assigns guests rooms in accordance with current policies and procedures
• Manages cash flow in assigned bank and performs account postings
• Upon completion of each guest interaction, checks for guest satisfaction, and if a problem exists, resolves the issue or personally transitions the guest to the person who can best resolve the problem
• Expresses appreciation to the guests for their business and extends positive parting remarks
• Remains neatly groomed and wears the appropriate uniform that is complete, clean, and in good condition (including nametag)
• During conversation with guests, ensures the guests’ name is used, pertinent dates and times pertaining to the guests’ stay are discussed, make casual conversation when appropriate and invite the guests back
• Performs other duties as assigned

Qualifications/Requirements:

• Previous experience working in a FRONT DESK, reception, or customer service position preferred
• Outstanding guest service skills that, upon interaction, leave guests feeling positive about the experience
• Ability and willingness to proactively initiate upbeat and polite conversations with guests or customers
• Ability to compassionately work with upset guests in an effort to resolve their concerns
• Understanding of non-verbal communication and how it can enhance a guest experience
• Ability and willingness to promote the property and property events and amenities
• Comfortable promoting hotel room product and explaining different types of rooms available to guests
• Polite and outgoing personality
• Ability to work efficiently and accurately with cash, on a computer, and a 10-key machine
High school diploma or equivalent preferred

• 
  Required Work Cards
N/A

• 
  Physical Requirements
• Lift, carry, push, pull or move objects weighing up to 10 pounds (less than 25% of the time)
• Walking (about 50% of the time)
• Standing (more than 75% of the time)
Hearing, speech, vision and literacy (critical)

• 
  Disclaimer
  The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Duties to be performed with or without reasonable accommodations.