About the job
OVERVIEW/BASIC FUNCTIONS:
Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements; own and resolve guest complaints (glitches) in a timely manner. Provide information and assistance to all guests and visitors.
RESPONSIBILITIES:
The following are specific responsibilities and contributions critical to the successful performance of the position:
* Flexibility to work shifts that will include early mornings, evenings, weekends and public holidays.
* Ability to work overnight shifts when needed (occasionally).
* Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
* Ensure that standards are maintained at a superior level on a daily basis.
* Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
* 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.
* Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
* Maintain complete knowledge of: scheduled activities; in-house groups; hotel extension numbers; beeper number/radios carried by hotel personnel; all special requests (DND, screen calls, NRG, etc.); hours of operation of each outlet; features and services provided by the hotel.
* Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
* Meet with Supervisor to review daily assignments and priorities.
* Meet with the departing Front Desk Agent to review business status and follow up items.
* Access all functions of the computer system.
* Set up workstation with necessary supplies.
* Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
* Promote positive guest relations to all individuals approaching the Front Desk.
* Process all guest check-ins.
* Confirm reservation in system and review all noted information.
* For guests without a reservation, sell a room type agreed upon.
* Register guest in the computer.
* Verify reservation information with the guest (departure date, room type).
* Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
* Assign guest room.
* Advise guests of any messages, mail, faxes, etc. received for them.
* Communicate services and amenities of the hotel to guests.
* Obtain proper identification for tax exempt guests and attach form to registration card.
* Direct Bell Person to escort guests and transport their luggage to the room.
* Maintain guest history files on all guests.
* Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
* Set up accurate accounts for each guest checking in according to their requirements (i.e., share withs, separate room/tax/incidentals, comp).
* Handle overbooked or “walked” guests.
* Accommodate room changes.
* Document all guest requests, complaints, or problems.
* Take, record and relay messages accurately, completely, and legibly.
* Accept and record wake-up call requests; deliver to PBX.
* Document and confirm reservations and cancellations.
* Block rooms in computer and follow through on designated requirements.
* Pre-register designated guests and prepare key packets.
* Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
* Generate, print and distribute daily and weekly reports.
* Resolve discrepancies on the room status report with Housekeeping.
* Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
* Process all check-outs.
* Resolve any late charges.
* Present folio to guest and resolve any disputed charges.
* Settle guest accounts.
* Retrieve guest room key from guest.
* Solicit guest comments on their stay.
* Process express check-outs.
* Handle requests for late check-outs.