- ORGANIZATIONAL RELATIONSHIPS
REPORTS TO: Front Office Manager
SUPERVISES: None
To operate the Front Office and Audit process in a courteous and professional manner at all times. Handle guest reservations, arrivals and departures.
- SPECIFIC DUTIES AND RESPONSIBILITIES:
- Responsible for providing courteous guest service and responding promptly to guest questions, complaints or requests. Assist TEAM in maintaining/achieving goals set forth in accordance with the Hotel Brand Guest Satisfaction system.
- Processing all reservation requests for hotel in an efficient manner, whether by mail, telephone, computer or in person at the Front Desk.
- Processing all guest registrations and checkouts promptly, remembering that this is the first and last impression on our guest.
- Processing all computer messages, answering computer administrative messages, and making proper distribution of computer messages as required.
- Accounting for all receipts, paid-outs, and charge funds as specified.
- Performing Front Office posting and filing procedures directed.
- Notifying the Front Office Manager of excessive charges to a guest’s folio, or of any suspicious actions by a guest or visitor.
- Maintaining cleanliness and order of the Front Office area.
- Providing accurate information to other departments such as house counts, room status or guest service requirements.
- Providing other services as requested by the Front Office Manager.
- Responsible for answering the switchboard promptly, before the third ring, if at all possible, in a courteous manner using proper telephone etiquette.
- Responsible for authorizing all credit cards. Also re-approving credit cards after the guest has exceeded the specified approval. Any additional approvals should be made for the amount of the projected guest stay. Re-approvals should be marked clearly for all to see. Any declined cards should be given immediately to a Manager.
- Responsible for receiving Maintenance requests and making sure that they are reported to the Maintenance Department as soon as possible.
- Responsible for inputting all wake-up calls accurately into the phone system.
- Maintain proper supply levels for the next shift.
- Run Audit reports from the ONQ
- Run Audit reports from other systems, such as telephone, pay movie, Internet, etc. as required.
- Perform system backup daily.
- Deliver Newspapers and Express Check Out folios as required.
- Balance all revenue and settlement accounts nightly, maintain files and reset the systems for the next day operation.
- Ensure all reports and back-up vouchers are complete and filed properly
- Ensure all necessary copies of documents/back-up and reports of daily work are distributed to the proper person (GM, FOM and/or Housekeeper Supervisor).
- Any other duties or responsibilities which might be required by a Supervisor or Manager.
- CONTACTS OUTSIDE ORGANIZATION:
Works with guests to ensure their satisfaction.
- CONTACTS WITHIN ORGANIZATION:
Works with Maintenance, Front Desk and other staff to accommodate guest requests to promote their satisfaction.
- GENERAL AUTHORITY THIS POSITION HAS WITHIN THE
ORGANIZATION:
Follows established procedures and promptly brings exceptional problems to management’s attention.
- MINIMUM EXPERIENCE/SKILL REQUIREMENTS:
- Prefer six (6) months’ front desk/audit experience.
- Excellent communication and courteousness. Ability to learn quickly.
- Understanding of basic front desk terminology. Knowledge of basic front desk operations.
- Knowledge of accounting operations to include accounts receivable, accounts payable, etc.
- Basic mathematical skills
- Ability to access and accurately input information into a computer
- Ability to read, write and speak English sufficient to understand and communicate with employees and guests.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Evening shift
- Night shift
- Weekends as needed
Work setting:
Work Location: In person