Front Desk - Ambassador

The Front Desk Ambassador is responsible for kicking off the beginning of a guest’s exceptional stay by being the first point of contact, making the best impression, accommodating the requests and needs of the guest, and providing them excellent accommodations, a stage set by fellow team members.

Reception

Non-Exempt

None

• Contributes to the departmental and property monthly goals for guest satisfaction scores by doing the job right the first time and giving exemplary service that goes above and beyond guest expectations.
  
  This is Job One for all team members.
• Prepares for shift by counting the cash bank, checking Pass Down Log, reviewing arrivals and departures, VIPs, reviewing Daily Events in meeting rooms, and knowing hotel’s rooms available for the day.
• Manages the day-to-day responsibilities associated with accommodating guest’s arrivals, departures, and their needs during their stay at the hotel.
• Possesses complete knowledge of the OnQ Property Management System, as well as how to use all reception desk and office equipment, including phone, lock system, Quore, radios, printers, copiers, and scanners.
• Answers all incoming phone calls as quickly and professionally as possible using hotel answering script, eliminating, or minimizing hold times, and balancing the needs of guests that are present at the desk.
  
  Transfers calls properly and efficiently.
• Transmits and receive messages for any in-house guest, turning message waiting lights on and off.
• Greets and speaks to all guests, visitors, and neighbors that pass through the lobby with a smiling friendly manner, using their name whenever possible. Connect visitors and clients with the administrative or team member they came to see.
• Makes safety and security a top priority. Is completely trained in competent in all emergency procedures and be ready to take charge in an emergency. Is constantly aware of potential security threats and models If You See Something, Say Something by notifying the Manager on Duty or any other Manager.
  
  Stays knowledgeable of fire panel functions and location of gas and water shut offs.
• Masters the Quore quality optimization tool for requests, complaints, checklists, lost and found, managing ready-to-rent room, maintenance requests, mail and messages and key sign-out and sign-in. All requests must be fulfilled within the target time frame.
• Takes personal responsibility to rectify guest complaints to their satisfaction. Listen actively to the guest’s complaint or concern, tell them what you are going to do, and then follow through, entering the issue in Quore and taking personal responsibility to ensure the guest is satisfied with the outcome.
  
  Never let a guest leave unhappy.
• Passes on key information to future shifts using Quore logbook function.
• Completes all checklists as required in the Quore system.
• Performs bucket check with housekeeping at checkout time to make sure guests accounts are accurate, calling any guests who have not checked out.
• Processes late charges received at the Reception Desk after the guest has checked out.
• Knows all guest rooms, their locations, directions to them, room types, furniture and features, and appliances, as well as how to troubleshoot issues.
• Can check guests out in a friendly, professional, and efficient manner, processing payments and printing receipts as necessary.
  
  Make sure to inquire about the guest’s stay and move to rectify any issues.
  
  Make sure checkouts are recorded in Quore immediately.
• Adjusts disputed guest charges, deciding whether to challenge the dispute, apologizing then a mistake has been made, making the correction or adjustment in the PMS and recording the incident in Quore.
• Receives and stores mail, packages, and luggage for arriving guests. Enters items into Quore.
• Actively participants in the Hotel’s recruiting program by welcoming in-person Applicants, engaging them, and helping them complete their application.
  
  Facilitates first interview with a Manager, conducting the screening interview when no one is available.
• Readies the hotel for arrivals each day by making sure due outs leave, reviewing arrivals reports,…