ESSENTIAL JOB FUNCTIONS:
Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Make appropriate selection of rooms based on guest needs.
Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
Verify credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank.
Accept and record vouchers, travelers checks, and other forms of payment. Convert foreign currency at current posted rates. Post charges to guest rooms and house accounts using the computer.
Promptly answer the telephone using positive and clear communication. Input messages into the computer.
Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for guests as requested.
Make and or confirm reservations as needed
Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
Field guest complaints by contacting housekeeping or engineering and conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Record guest comments or complaints, referring customers to managers as necessary.
Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
Comply with attendance rules and be available to work on a regular basis.
Perform any other job related duties as assigned.
REQUIRED SKILLS AND ABILITIES:
Must have the ability to communicate in English. Self-starting personality with an even disposition.
Maintain a professional appearance and manner at all times. Can communicate well with guests. Must be willing to "pitch-in" and help co-workers with their job duties and be a team player.
Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts. Ability to stand and move throughout front office and continuously perform essential job functions.
Ability to access and accurately input information using a moderately complex computer system. Ability to observe and detect signs of emergency situations. Ability to establish and maintain effective working relationships with associates, customers and patrons.
1 year Front Desk experience for a full service hotel is preferred.
Starwood Brand Experience is a plus
Working Conditions & Physical Effort
Work is normally performed in an interior hotel environment. While performing job duties, the associate speaks, listens, completes documents, processes requests and operates office equipment such as a telephone, calculator, computer, copier and fax.
Physical requirements include extended periods of standing and/or walking, bending, reaching, pulling, pushing, kneeling, and lifting up to 50 pounds. The job requires close vision with or without corrective lenses. This position may be required to operate a motor vehicle.
Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. This employer participates in E-Verify.
Wurzak Hotel Group