OVERVIEW/BASIC FUNCTION:
Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information and assistance to all guests and visitors.
RESPONSIBILITIES:
• 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 at all times of:
o All hotel features/services, hours of operation.
o All room types, numbers, layout, decor, appointments, and location.
o All room rates, special packages, and promotions.
o Daily house count and expected arrivals/departures.
o Room availability status for any given day.
o Scheduled daily group activities / VIPs.
• Arrive at your respective assigned working locations, ready to commence work at your designated starting times.
• Maintain professional appearance and follow the personal grooming and uniform standards.
• Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
• Attend team briefings to meet with MOD to review daily occupancy, VIPs, groups, sites, events, glitches, etc.
• Meet with the departing Front Desk Agent to review business status, follow up items and any guest related pending tasks.
• 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.
• Assist Reservations in reservation calls during high traffic and closing hours.
• Confirm reservations in the system, review and note all pertinent information such as requests and/or billing.
• For guests without a reservation, sell a room type agreed upon.
• Register guest in the system including all accompanying guests.
• Verify reservation information with the guest (e.g. departure date, room type).
• Obtain back-up information for guest credit/payment method and input into system; collect cash only as determined and instructed by the MOD.
• Assign guest room following designated requirements, assist Housekeeping and coordinate with In-Room Dining.
• 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 history files on all guests and ensure profile information is up to date.
• 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. sharewiths, separate room/tax/incidentals, comp).
• Assist in room changes and follow up with guests ensuring their satisfaction.
• Document all guests’ requests, complaints or problems and action accordingly. Follow up with appropriate department to ensure completion & guest satisfaction and report to the MOD.
• Take, record and relay messages accurately, completely, and legibly.
• Accept and record wake-up call requests; deliver to PBX.
• Assist in delivering wake-up calls during high phone traffic hours.
• Distribute all guest and department mail.
• Monitor, send and distribute guest faxes.
• Document and confirm reservations and cancellations.
• 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 in the room status report with Housekeeping.
• Manage queue rooms, coordinate with Housekeeping report to MOD any rooms taking longer.
• 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.
• Conduct group check-ins/outs.
• Assist all departments/executives in obtaining appropriate information regarding groups, inventory, and guest information.
• Adhere to all cashiering procedures:
o Process all guest posted billing accordingly such as: adjustments, paid outs, cash handling, posting correction, miscellaneous charges, third party billing, etc.
o Perform Credit Limit check.
o Process currency exchange & make change for guests.
o Post charges and collect payment.
o Follow up on open folios and open balances.
o Run closing reports.
o Count and secure bank.
o Complete designated cashier reports.
o Balance receipts.
o Drop receipts.
• Document pertinent information in the Front Desk Pass-On.
• Assist in Room Service phone calls during high traffic hours.
• Assist in Emergency situations and be knowledgeable of the Crisis Management and Contingency Plan.
• Report to the MODs any other relevant information or incidents during the shift operations.
• Perform all other duties assigned by management as required.