JOB OVERVIEW

Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements.  Provide information and assistance to all guests and visitors.

 

ESSENTIAL JOB FUNCTIONS

· Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.

· Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.

· Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

· Maintain positive guest relations at all times.

· Resolve guest complaints, ensuring guest satisfaction.

· Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

· Maintain complete knowledge at all times of:

o   all hotel features/services, hours of operation.

o   all room types, numbers, layout, decor, appointments and location.

o   all room rates, special packages and promotions.

o   daily house count and expected arrivals/departures.

o   room availability status for any given day.

o   scheduled daily group activities.

· Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.

· Meet with Supervisor to review daily assignments and priorities.

· Meet with departing Front Desk Agent to review business status and follow up items.

· Access all functions of computer system.

· Set up work station with necessary supplies.

· Answer department telephone within specified amount of rings determined by property guidelines, using correct greeting and telephone etiquette.

· Promote positive guest relations to all individuals approaching the Front Desk.

· Process all guest check-ins.

· Confirm reservation in system and review all noted information.

· For guests without a reservation, sell a room type agreed upon.

· Register guest in the computer and generate a registration card.

· Verify registration card information with the guest.

· Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.

· Assign guest room.

· Advise guest of any messages, mail, faxes, etc. received for them.

· Inform guest of room safe and mini-bar key and room key procedures.

· Issue parking passes/validate valet parking tickets.

· Communicate services and amenities of the hotel to guests.

· Obtain proper identification for tax exempt guests and attach form to registration card.

· Direct Bell Person to escort guest and transport their luggage to the room.

· Maintain guest history files on all guests.

· Communicate VIP arrivals to designated personnel for escort and delivery of amenities.

· Set up accurate accounts for each guest checking in according to their requirements (i.e., separate room/tax/incidentals, comp).

· File registration cards and vouchers in bucket by room number.

· Handle overbooked or "walked" guests.

· Accommodate room changes.

· Document all guest requests, complaints or problems.

· Take, record and relay messages accurately, completely and legibly.