Summary: Works under supervision of Front Desk Supervisor. Responsible for checking-in/out hotel guests and assuring rooms are prepared & ready to assign to the hotel guests. Responsible for handling guests requests or complaints.
Essential Functions:
- Maintain complete knowledge of and comply with all departmental policies/services and procedures/standards.
- 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 and inform Supervisor.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Maintain complete knowledge at all times of:
- All property features/services, hours of operation.
- All room types, numbers, layout, décor, appointments and location.
- All room rates, special packages and promotions.
- Daily house count and expected arrivals/ departures.
- Hotel availability status for any given date.
- Scheduled daily group activity.
- Verify impressed banks and ensure accuracy of contracted monies.
- Document all guest requests, complaints or problems.
- Record and relay messages accurately, completely and legibly.
- Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.
- Perform all other duties assigned.