Job Overview

Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures to ensure guest satisfaction.

Duties and Responsibilities

Welcome guests in a friendly, prompt and professional manner.
Register guests, issue room keys, provide information on hotel services and room location; prepares for group check in and out and VIP arrivals; becomes informed of events/ functions in the hotel during the shift. Answer phones in a prompt and courteous manner.
Up-sell rooms where possible to maximize hotel revenue.
Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.
Issue, control and release guest safe-deposit boxes.
Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
Respond appropriately to guest requests; promotes hotel services, facilities and outlets; provides guests with information such as local attractions and directions to increase satisfaction. Make appropriate service recovery gestures in order to ensure total guest satisfaction.
May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes.
Promote teamwork and quality service through daily communications and coordination with other departments.
Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.
In carrying out your duties you will follow all Company and Brand Standards

QUALIFICATIONS AND REQUIREMENTS

High School diploma or equivalent, plus one year front desk/guest service experience. Some college preferred. Must speak fluent English. Other languages preferred.

This job requires ability to perform the following:

Frequently standing up behind the desk and front office area
Remain stationary for extended periods of time
Carrying or lifting items weighing up to 50 pounds
Handling objects, products and computer equipment
Use a keyboard to operate various property management and reservations systems, etc.

Other:

Communication skills are utilized a significant amount of time when interacting with guests and employees.
Reading and writing abilities are utilized often.
Basic math skills are used frequently.
Problem solving, reasoning, motivating and training abilities are often used.
May be required to work nights, weekends, and/or holidays.

Work Area: Front Office

Easton's Group of Hotels Inc.

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