Front Desk - Guest Service Attendant

ESSENTIAL DUTIES

• Greets and completes established check-in procedures, to insure guest's satisfaction in the rooms requested
• Perform guest departure (check-out) daily by following computer procedures and insure accuracy on the folio. Correct any problems that may have been added to the folio to insure a satisfied guest at check out.
• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Answers inquiries and accepts reservations, both in person and by telephone, by communicating hotel rates and information by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Maintains good customer relations by answering questions and talking care of customer concerns in a timely and knowledgeable manner, in person and on the phone.
• Operates the telephone equipment by accepting incoming calls, assisting in-house calls to get to the correct department in a timely manner, scheduling and setting wake up calls and setting trace requests to provide guests with timely and efficient service.
• Controls cash transactions and maintains complete responsibility for transactions during the shift.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Performs the shift checklist to insure accuracy of all aspects of the shift.
• Process all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and go guests in order to ensure the information is received in a timely manner.
• Maintains the front desk log book to enhance the department communication and communicates any problems to the next shift coming in and the supervisor.
• Serves as a cashier and attendant for the market as needed.

CUSTOMER SERVICE AND GUEST SATISFACTION

• Maintain a high standard of personal appearance and proper uniform within entire department
• Greets guests, visitors and team members in a courteous and friendly manner
• Assists guests and team members with anything that they may need
• Performs other duties as assigned, requested, or deemed necessary by management

SAFETY AND SECURITY

• Be proficient and train all team members in Safety and Security Policies
• Report any suspicious activity of guest, visitors or staff
• always Maintains security for guests and property by keeping room doors locked
• Write up Guest Incident reports as needed
• Perform duties in accordance with Safety and Security Policies
• Perform duties in accordance with OSHA and Blood Borne Pathogens regulations

PHYSICAL, MENTAL AND ENVIRONMENTAL REQUIREMENTS

• Physically and visually able to utilize a computer keyboard, printer, phones, and basic office supplies
• Firm and simple grasping is an ongoing requirement for all aspects of work
• Lifting of supplies occurs occasionally, usually not more than 25 lbs. but may be up to 50 lbs.
• Able to stand and walk for long periods of time through the work day

• Reaching, pushing, pulling, twisting of body at the waist, and bending are required

SKILLS, EDUCATIONAL BACKGROUND AND EXPERIENCE

• High School Diploma, GED, or equivalent years of relevant work experience required
• Previous customer service experience
• Friendly demeanor and excellent communication and customer service skills
• Good organizational and prioritization skills
• Prior computer experience using windows-based software preferred