Front Desk Representative Part-Time

Engagement Expectations

• Smile, display energy and open body language
• Proactively greet team members and guests, initiating interaction to provide service
• Always use a positive parting remark to end the conversation

Essential Job Functions

• Greet 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 and local attractions
• Engage with the guest throughout their stay to ensure they feel welcome and appreciated.
• Review arrivals and block rooms based on VIPS, repeat guests, packages, and any special requests.
• Monitor room availability throughout the day.
• Complete the registration process by inputting and retrieving information routinely from a computer system, confirming pertinent information including number of guests and room rate.
• Promote Hotel and Casino marketing programs.
• Make appropriate selection of rooms based on guest needs.
• Code electronic keys.
• Verify and imprint credit cards for authorization using electronic acceptance methods.
• Handle cash, make change and balance an assigned bank.
• Accept and record vouchers, travelers' checks, and other forms of payment.
• Close guest accounts at time of check out and ascertain satisfaction.
• In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
• Field guest complaints, conducting 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.
• 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 customers as requested.
• Be aware of all rates packages and special promotions; Be familiar with all in house groups; Be aware of closed out and restricted dates.
• Maintain an up to date working knowledge of all property amenities as well as any special events local area attractions and things to do around the hotel and casino.
• Obtain all necessary information when taking room reservations and follow all proper procedures.
• Maintain thorough knowledge of various systems, not limited to PMS, CRS, telephone systems, etc.
• Make corrections and adjustments and handle all computer problems that might occur throughout their shift.
• Complete all items on the appropriate (AM, PM, Overnight) checklist by the end of shift.
• Follow established key control policy.
• Open, secure, and balance out daily shift bank which involves counting and verifying cash, check, and credit card transactions occurring while on duty.
• As needed deliver guest items such as luggage newspapers messages packages amenities or other items requested by guests or team members.
• Ensure logging and delivery of packages mail and messages as needed to guests and meeting rooms
• Responsible for knowing hotel emergency procedures
• Performs any other job related duties as assigned

Qualifications

• High School diploma or equivalent required.
• Experience in a hotel or a related field preferred.
• Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.
• Demonstrate the ability to multitask, be detail-oriented and be able to problem solve in order to effectively deal with internal and external customers.
• Must be able to remain professional and tolerate stress related to servicing public guests in a high pressure and fast-paced environment.
• Must maintain a thorough knowledge and understanding of PMS, CRM and phone systems.
• Must be able to remain in a stationary position for a majority of an entire shift.
• Must be able to traverse from area to area within the operating areas to respond to and assist other Team Members.
• Must be able to learn and retain knowledge of computer systems and software (including, but not limited to Microsoft Office, Google Suite, PMS, etc.) procedures
• Must be able to utilize a point of sale system, handle cash and other financial transactions quickly and accurately.
• Ability to communicate