Front Desk, Hospitality ​/ Hotel ​/ Catering

Purpose of Position

Guest Service Representatives are responsible for greeting and registering our guests, providing outstanding service during their stay and settling the guest's account upon completion. Primary responsibilities include registering guests, making and modifying reservations, hotel operator and concierge duties. Provide efficient, courteous service before arrival and throughout the stay while maximizing room revenue and occupancy.

• Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.
• Maintain a high level of professional appearance and demeanor.
• Maintain the highest level of confidentiality in all areas.
• Demonstrate the ability to multi-task, be detail-oriented and be able to problem-solve to effectively deal with internal and external customers.
• Handle and resolve guest complaints professionally and courteously, through effective listening and clarifying issues raised by guests.
• Demonstrate good communication skills and convey information and ideas.
• Ability to perform basic math, and understand financial information.
• Recognize and take action on any safety or loss prevention incidences that may cause damage, injury, or other liability to individuals or company property. Implement all company policies and procedures for safety and security.
• Complete training in all areas of security, alcohol, and health and safety. Ensuring that all OSHA, State, and Federal guidelines for chemical, fire, health, and safety are being followed. Keeping safety in mind in all things.
• Work with other departments to ensure room status is up-to-date and room repairs are done on a timely basis.
• Use persuasive selling techniques to sell rooms and promote all marketing programs.
• Carry out front desk responsibilities including, but not limited to, greeting guests, performing guest transactions, balancing reports, cash control, and deposits, processing reservations and credit cards, operating phone system and TDD equipment, effectively communicating using shift logbook and shift reports, and operating basic office equipment.
• Understand hotel policies relating to cancellation, extended stay, room types and rates, late check-outs, early arrivals, and special requests.
• Responsible for key control, issuing and receiving both room keys and master keys.
• Process all lost and found items according to policy.
• Have basic knowledge of how to operate computer equipment, including Microsoft Office suite.
• Assist in training of new staff.
• Participate in and support a positive, enjoyable work environment.
• Hold an understanding of hotel products and services (i.e., food and beverage, recreation).

• Ability to communicate with hotel staff, guests, and management in a professional manner.
• Knowledge of the surrounding area and events.
• Knowledge of proper telephone etiquette.
• Ability to understand and adhere to proper cash and credit card handling policies.
• Ability to work a flexible schedule, including weekends and holidays.
• Read, write and speak English.
• Ability to learn safety, emergency, and accident prevention policies and procedures.
• Neat, well-groomed appearance including wearing the proper uniform and name tag when working (per brand standards).

• Front desk training completed within an acceptable time frame, as required by the brand.
• Maintain a high level of quality, service, and cleanliness.
• Maintain smooth operation and staffing of front desk.
• Communicate openly with direct supervisor.
• Maintain guest survey scores within an acceptable range.

• High school education.
• 1‑year hospitality experience (Preferred).
• Detail‑oriented.

Complete the front desk training program within the brand required time frame.

• Cleaning guestrooms and lobby and public areas as needed.
• Restocking front desk supplies.
• Help with laundry, as needed.
• Deliver cribs, towels, or other items to guestrooms as requested.
• Perform light maintenance duties.
• Restock, inventory, and sell guest marketplace and pub if applicable.

• Stand, walk; use hands and fingers to handle, or feel, for…