The Rooms Front of House Employee is responsible for guest registration and check-out, PBX operations, luggage delivery, amenity coordination and delivery, mail and message service all the while providing outstanding service to our guests along the way. You'll act as an advocate for the hotel, be a creator of ridiculously personal experiences, and develop relationships with guests that will compel them to return.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Ensure a confident, professional, and friendly check-in and check-out process for guests.
- Respond to guest queries and issues professionally and empathetically, ensuring a smooth and enjoyable experience for all guests.
- Review all arrivals and departures noting any special requests, challenges, and to ensure that billing is correct.
- Answer all phone calls promptly and knowledgeably, always ensuring complete and accurate information.
- Complete all items on appropriate (AM, PM, Overnight) checklist by end of shift.
- Conduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests.
- Coordinate amenities for guests including the delivery.
- Coordinate arrival of guest luggage including delivery to the room.
- Follow established key control policy.
- Produce appropriate reports for the proper functioning of the department.
- Ensure proper credit policies are followed?
- Submit all lost & found articles accompanied by a completed lost & found report.
- Open, secure, and balance out daily shift bank which involves counting and verifying cash, check, and credit card transactions occurring while on duty.
- Verify credit limit report.
- Monitor room availability throughout the day.
- Review daily the selling status of the hotel using yield management system.
- Attend department meeting once a month.
- Communicate by telephone and/or radio with other departments such as Sales, In-Room Dining, Housekeeping, Loss prevention, etc.
- Assist sales in hotel tours and trip events. Additionally, conduct tours of the hotel for business, informative, and social organizations.
- Be familiar with the city's geography, restaurants, amenities, clubs and tourism industries to provide accurate information to hotel guests.
- Additional projects and responsibilities may be assigned as needed.
SPECIFIC EXPERIENCE WE'RE SEEKING:
- Hospitality Degree preferred and high school diploma or general education degree (GED) required.
- 1 + year of front of house experience for a luxury hotel or resort is require.
- Knowledgeable of immediate area, services, attractions, and events.
- Work well under pressure, dealing with many arrivals and departures within a short period of time.
- Work well under pressure, dealing with many arrivals and departures within a short period of time.
- Familiar with hotel systems and operations, and the ability to enter in information accurately.
- Experience with Opera is a must and experience with HotSOS, Alice and Kipsu is preferred.
- Must be able to lift, push, pull and carry a minimum of 25 lbs. and stand/walk up to 8 hours.
- This position requires a flexible schedule, must be able to work evenings, weekends, and holidays.
Please note: management reserves the right to change, modify, and/or alter any of the duties listed above to meet business demands.
Salary range: $8.00 USD - $11.00 USD per hour, plus graruties