Position Summary: Assist with front desk operations, ensuring smooth and efficient guest check-in and check-out processes.
- Oversee the phone systems, answering and directing calls to the appropriate departments.
- Maintain a high level of guest relations by providing exceptional customer service and resolving any guest issues or complaints.
- Coordinate with housekeeping and maintenance staff to ensure rooms are clean and in good condition for guest arrivals.
- Handle cash transactions, including processing payments, issuing receipts, and balancing cash drawers.
- Train and supervise front desk staff, providing guidance and support as needed.
- Monitor and maintain inventory of office supplies and guest amenities. 

Essential Duties and Responsibilities:

• Answer the phone and operate the telephone switchboard
• Greet and welcome all guests in a professional and hospitable manner
• Register guests and assign them a guest room
• Have a thorough working knowledge of hotel property management system, Opera
  Verify customers' credit, and establish how the customer will pay for their bill
• Keep records of room availability and guests' accounts using the specified computer
  system Innquest
• Working knowledge of all rates, packages, and booking restrictions
• Review the reservation transaction reports daily
• Compute bills and collect payments from guests
• Issue room keys and help guest get all of their luggage to their rooms
• Have full knowledge of all parking options and charges, always offering luggage
  assistance
• Monitor guest accounts and post charges
• Review accounts and charges with guests during the check out process
• Contact housekeeping or maintenance staff when guests report problems
• Advise housekeeping staff when rooms have been vacated and are ready for cleaning
• Keep in contact with housekeeping to keep accurate records of room status
• Professionally handle guest complaints, solving problems, and follow up using EA
  service culture standards, apologize and empathize with guests when responding
  complaints
• Receive and expedite all guest messages, faxes, packages and mail received
• Verify and update room rates
• Make and confirm reservations over the phone and those submitted online
• Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining,
  entertainment, and travel directions
• Record guest comments or complaints, referring customers to managers as necessary
• Maintain the lobby and sitting area including ensuring the coffee, other beverages and
  snacks are replenished and maintained
• Handle all lost and found inquiries efficiently and professionally, following proper
  guidelines
• Deposit guests' valuables in hotel safes or safe-deposit boxes
• Responsible for safekeeping and issuance of keys
• Responsible for handling department banks
• Date-stamp, sort, and rack incoming mail and messages
• Attend all department meetings
• Devise packages and other deals for the upcoming periods
• Be informed of all events taking place at the hotel on a daily basis
• Yield Management implementation to include assisting with yield control and pricing
  structure set forth with front office manager
• Posting bills and charges to the accounts of small groups
• Answer questions for guests both at the front desk and over the phone
• Make special deliveries to guest rooms with gift baskets, champagne, and other special
  ordered food and beverage items
• Know all safety and emergency procedures, including handling of emergency phone calls
  and what to do in an emergency situation
• Keep log of all maintenance problems and inform house person of said problems
• Responsible for emergency response and evacuation according to company emergency
  procedures manual
• Gift Shop maintenance and ordering of supplies. Making sure the gift shop is always
  kept well stocked and with the core items needed for purchase by the guests.
• Inventory of essential items and supplies of the front desk to include key cards,
  envelopes, petty cash slips, etc.
• Directly supervises front office and guest services teams and manages the front office
  team in Front Office managers’ absence
• Make recommendations to management regarding development, training and corrective
  action of team members.
• Follow up on guest history, group block pick-ups and cut off dates.
  Assist in the training, development and direction of the Hotel Front Desk.

Hotel Specific Essential Functions:

• Flexibility to step into whatever role is needed at the time in order to deliver exceptional customer service. This may include taking on job responsibilities outside of this job description and may require assisting other departments in their functions.
• Ability to comply with all hotel policy and procedures.
• Willingness to work weekends, holidays and/or flexible hours
• Ability to lift 30 lbs.
• Ability to stand for 8hrs. length of time
• Ability to bend frequently during a shift
• Ability to work on a computer for 8 hours day.
• Ability to read, write, understand and speak English

Technology and Equipment

• Intermediate computer skills
• Maintain room inventory on property operating system
• Processes credit card transactions on a credit card terminal
• Telephone, pen/pencil, photo-copying machine, computer, and printer, file folders, filing cabinet, facsimile machine, storage supply carts, towels/linen
• Excel and Microsoft Word