Guest Experience - Front Desk Representative

General Summary

Responsible for providing superior service to all guests in accordance with the rules regulations,policies and procedures set forth by the company and brand. We are seeking a hospitality enthusiast seeking a role that makes a difference for our guests, by anticipating their needs and providing an overall satisfactory arrival experience. The hotel offers day and evening positions from 7AM-3PM, and or 3P-11PM.

With work life balance in mind, we are looking for team members who can be flexible to achieve their goals and the hotels.

• Professionally greets, registers, obtain pertinent information and establishes credit prior to assigning rooms to guests.
• Identifies theneeds of each guest and provides relevant information regarding the hotel services and amenities. Responds to allguest requests in a timely manner.
• Takes reservations from incoming callers while providing superior service and inputsall information into the hotel management system. Updates and cancels reservations in thesystem as requested by the guest.

• Problem Solving-Identifies and resolves problems in a timely manner. Develops alternative solutions, uses reasonat all times.
• Customer Service– Manages difficult or emotional customer situations. Responds promptly to customer needs, requests for service and assistance. Drives hotel shuttle to pick up and drop off guests at approved locations as needed. Delivers requested items to guests as needed including incoming faxes, mail, valet laundry, etc.
• Team Work –Contributes to building a positive team spirit.
  
  Treats others with respect and consideration regardless of their statusor position. Communicates with the housekeeping department about room status and availability.
• Organizational Support – Follows policies and procedures.
• Quality
  - Looksfor ways to improve and promote quality while demonstrating accuracy and thoroughness. Applies feedback toimprove performance. Monitors own workto ensure quality.
• Quantity – Meets productivity standards, completes work in a timely manner, prioritizes andplans work activities and uses time efficiently.
• Adaptability –Able to deal with frequent change, delays or unexpected events, changing approach or method to best fit a situation.
• Compliance –Responsible for cash drawer content and transactions during the shifts. Ensures accuracy or daily deposits. Maintains accurate records including cashlog, registration cards, reservation cards, wake-up call sheets, shuttle logs,property walks and all other logs as required.
• Safety and Security – Observes safety and security procedures; reports potentially unsafe conditions;
  Uses equipment and materials properly. Maintains confidentiality. Maintain a current room status report in caseof emergency.
• Initiative
  - Asksfor and offers help when needed.
• Dependability –Follows instructions, responds to management direction; completes tasks on timeor notifies appropriate person with an alternate plan. Is consistently at work and on time.

High School diploma or equivalent is preferred. Hospitality and/or customer service experience is preferred. Ability to develop an understanding of concepts, practices, pre-established guidelines and procedures used by the company in relation to guest service is necessary. Computer skills preferred. Must have valid drivers license, and acceptable driving history subject to company approval.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made toenable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands to finger, handleor feel, reach with hands and arms, climb or balance, and talk or hear.

The employee is frequently required to stoop,kneel, crouch or crawl and taste or smell.

The employee must regularly lift and or move up to 25lbs, occasionally lift or move up to 50lbs. Specificvision abilities required by this job include peripheral vision and depth perception.

The above is intended to describe the general contents of, and requirements for, the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements