JOB SUMMARY:

Greets and registers guests, providing prompt and courteous service. Checks guests out of the hotel; Resolves guest challenges throughout their stay in our hotel. Upgrades guests, promote hotel services, amenities, F&B Outlets to the guests.

ESSENTIAL JOB FUNCTIONS

• Complete the registration process by inputting and retrieving information from the computer system, confirming pertinent information including the number of guests and room rates. Makes appropriate selection of rooms based on guest needs Codes electronic keys. Non-verbally confirm the room number and rate. Provides any additional information to guests, gives directions to the guest room, and offers to be of any assistance during their stay.

• Ensure rooms are correctly accounted for within guest statements. Properly accounts for services provided by the hotel. Assist guests with check-out payments or charges.

• Greets guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours, special VIP programs, events, etc.

• Receives special requests for guests' needs. Retrieves messages and communicates the content to the guest.

• Field guest complaints, conducting thorough research to develop the most effective solution, and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or a/c,

• Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other agents of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages, and facsimiles, or other special items for customers as requested.
  

SUPPORTIVE FUNCTIONS:

• Assisting with Bike Rental Program

• Remains calm and alert, especially during emergency and/or heavy hotel activity, resolve complications such as credit issues/billing/folios

• Answer the Bell desk phone and provide information as needed.

• Perform concierge-like duties for guests

Qualifications

• Ability to understand and follow written and or verbal instructions

• Ability to effectively deal with internal and external customers, some of who will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information

• Ability to grasp, lift and/or carry or otherwise move packages, boxes and luggage up to 10 lbs continuously throughout shift.

• Ability to stand, walk, and/or sit and continuously perform essential job functions.

• Ability to perform tasks requiring bending, stooping kneeling, and walking significant distances on property.

• Ability to work swing shifts, AM/PM/Overnight