Rooms Front of House Employee (Front Desk)

The Rooms Front of House Employee is responsible for guest registration and check-out, PBX operations, luggage delivery, amenity coordination and delivery, mail and message service all the while providing outstanding service to our guests along the way. You'll act as an advocate for the hotel, be a creator of ridiculously personal experiences, and develop relationships with guests that will compel them to return. 

May be placed in one or more of the following areas of the Front of the House:   PBX, Front Desk, Concierge, Guest Relations, Bell/Door.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Review arrivals noting special requests, blocking rooms as needed.
• Check in and Check out hotel guests in a confident, professional and friendly manner.
• Respond to guest queries and issues, resolving their problems in a professional and friendly manner.
• Answer all phone calls promptly and knowledgeably, always ensuring complete and accurate information.
• Complete all items on appropriate (AM, PM, Overnight) checklist by end of shift.
• Conduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests.
• Coordinate amenities for guests including the delivery.
• Coordinate arrival of guest luggage including delivery to the room.
• Follow established key control policy.
• Ensure proper credit policies are followed.
• Submit all lost & found articles accompanied by a completed lost & found report.
• Open, secure, and balance out daily shift bank which involves counting and verifying cash, check, and credit card transactions occurring while on duty.
• Verify credit limit report.
• Monitor room availability throughout the day.
• Review daily the selling status of the hotel using yield management system.
• Attend department meeting once a month.
• Communicate by telephone and/or radio with other departments such as Sales, In-Room Dining, Housekeeping, etc.

SPECIFIC EXPERIENCE WE'RE SEEKING:

• High school diploma or general education degree (GED) required.
• Previous experience in a Front Desk or customer-facing role.
• Experience in a hotel is preferred.
• Knowledgeable of immediate area, services, attractions, and events.
• Flexible schedule, able to work evenings, weekends and holidays.
• Work well under pressure, dealing with many arrivals and departures within a short period of time.
• Familiar with hotel systems and operations, and the ability to enter in information accurately.

QUALIFICATION REQUIREMENTS:

Education and/or Experience: High school diploma or general education degree (GED) required.

Language Skills: Ability to read, write, and verbally communicate effectively and professionally with other business departments, guests, and vendors. Ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of professionalism.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, report, or schedule form. Regularly exercise independent judgment and discretion about matters of significance.

Physical Demands: While performing the duties of this job, the employee is constantly required to use a keyboard, walk, see, hear, write and speak. The employee is frequently required to bend, crouch, kneel and climb stairs, reach, twist, handle (hold, grasp, turn, or otherwise work with hand or hands), finger (picking, pinching, fine manipulation), collate/file, dial, sit and stand. The employee is occasionally required to crawl, squat, balance, stretch, push and pull. The employee is minimally required to climb ladders. The employee is frequently required to lift and/or move up to 10lbs, occasionally required to lift and/or move between 25-50lbs, and minimally required to lift and/or move between 75-100+lbs.

Mental Demands: While performing the duties of this job, the employee is constantly required to produce detailed work, use reasoning skills, use written and verbal communication, have customer contact, handle multiple concurrent tasks, and constant interruptions. The employee is occasionally required to use math skills. The employee is minimally required to give presentations.

Work Environment: While performing the duties of this job, the employee may be occasionally exposed to heat, dampness, oil, grease, vibrations, and will occasionally use tools and equipment. The employee may be moderately exposed to odor, fumes, dirt and noise.

The hourly pay range for this role is $8 to $12 USD plus gratuities.  We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, pension, meal per shift, and many other benefits to eligible employees.