Front Office Representative

Choice Hotels International, Inc (NYSE:CHH) is one of the largest lodging franchisors in the world, operating a portfolio of 22 brands across the globe.

The Front Office Representative provides superior guest service in a fast‑paced hotel environment, ensuring 100% guest satisfaction. The position is hourly at $21.00 per hour.

• Receive and process incoming guests, ensuring a delightful, seamless arrival and departure.
• Greet guests, process hotel registration and other transactions.
• Stay current on hotel accommodations, services and local attractions.
• Handle all guest compliments, comments, observations and challenges in a timely manner to achieve full guest satisfaction.
• Record resolutions to guest complaints on the "Make it Right" log.
• Work with other departments as appropriate to arrange services requested by the guest.
• Maintain the communication log and keep it updated with hotel developments.
• Prepare end‑of‑shift summaries and communications for management and other shifts.
• Encourage day‑to‑day upselling of guest accommodations and promote hotel amenities, food & beverage outlets, hotel services and loyalty program.
• Make reservations in accordance with hotel’s yield‑management practices.
• Process customer credit at check‑in in accordance with hotel policy and data‑privacy standards.
• Answer and field all calls to the hotel, both internal and external.
• Identify and record special billing instructions and notify Accounting.
• Obtain appropriate approvals and signatures for guest transactions.
• Follow hotel policy on cash banks.
• Maintain confidentiality of guest information.
• Create 100% guest satisfaction by demonstrating genuine hospitality and exceeding guest expectations.
• Use teamwork and personal responsibility when providing guest service.
• Listen, apologize with empathy, find a solution and follow through when resolving guest problems.
• Perform other duties required by Management to provide 100% Guest Satisfaction and genuine hospitality.

• Strong customer‑service experience required.
• Previous hotel experience preferred.
• Ability to maintain a positive and professional attitude when handling all situations.
• Solid computer skills.
• Ability to push/pull up to 30lb.
• Flexible schedule, including mornings, afternoons, nights and weekends.
• Excellent communication skills.
• Strong team spirit.
• Opera preference experience preferred.
• Physical demands: ability to stand, stoop or bend for entire shift and lift up to 20lb.

Choice Hotels International is an equal opportunity employer and affirmative action employer. Employment practices and decisions are not influenced by race, color, religion, sex, national origin, age, sexual orientation, gender identity or disability. All offers of employment are subject to background checks and legal work‑authorization verification.