Rooms Front of House Employee-Front Desk

The Rooms Front of House Employee is responsible for guest registration and check-out and PBX operations 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. 

As a Forbes 5-Star rated hotel, our front office staff excel through anticipatory, personalized service, demonstrating deep knowledge, genuine care, and impeccable attention to detail, anticipating needs before asked, using names naturally, maintaining professional image and etiquette, and swiftly resolving issues with emotional intelligence and discretion, all while being highly efficient multitaskers who create a seamless, luxurious guest experience.

Key Service Standards for the Front Office include:

• Anticipatory & Personalized Service: Staff should predict needs, remember preferences (temperature, allergies etc.), and offer bespoke touches, treating each guest as unique.
• Kindness & Genuine Care: A truly caring, gracious, and thoughtful attitude, showing genuine interest and concern, not just programmed responses.
• Flawless Execution: Expert knowledge, clear communication, and efficient handling of requests, avoiding slang and maintaining a polished demeanor.
• Attention to Detail: Noticing and acting on small things, like remembering a returning guest or noting a child's toy.
• Proactive Assistance: Offering directions, transport info, and facility details with clarity and confidence.
• Gracious Departures: Expressing appreciation and a sense of sadness at the guest's departure.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Ensure a confident, professional, and friendly check-in and check-out process for guests.
• Respond to guest queries and issues professionally and empathetically, ensuring a smooth and enjoyable experience for all guests.
• Review all arrivals and departures noting any special requests, challenges, and to ensure that billing is correct.
• 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.
• Follow established key control policy.
• Produce appropriate reports for the proper functioning of the department.
• 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.
• Attend department meeting once a month.
• Communicate by telephone and/or radio with other departments such as Sales, In-Room Dining, Housekeeping, Loss prevention, etc.
• Be familiar with the city's geography, restaurants, amenities, clubs and tourism industries to provide accurate information to hotel guests.
• Additional projects and responsibilities may be assigned as needed.

SPECIFIC EXPERIENCE WE'RE SEEKING:

• Hospitality Degree preferred and high school diploma or general education degree (GED) required.
• 1 + year of front of house experience for a luxury hotel or resort is required.
• Proficiency in Microsoft Office.
• Ability to multitask and handle stressful situations and interactions.
• Impeccable written and verbal communication.
• Knowledgeable of immediate area, services, attractions, and events.
• Work well under pressure, dealing with many arrivals and departures within a short period of time.
• Experience with working in a hotel with 5 Star Forbes and AAA 5 Diamond standards is preferred.
• Familiar with hotel systems and operations, and the ability to enter in information accurately.
• Experience with Opera is a must and experience with HotSOS, Alice and Kipsu is preferred.
• Must be able to lift, push, pull and carry a minimum of 25 lbs. and stand/walk up to 8 hours.
• This position requires a flexible schedule, must be able to work evenings, weekends, and holidays.

Please note: management reserves the right to change, modify, and/or alter any of the duties listed above to meet business demands.

Salary range: $9.00 USD - $11.00 USD per hour, plus gratuities