02/08/2019
Job Description
The candidate must be able to deliver high-quality service to guests upon arrival and departure as well as resolve any guest issues during their stay. The candidate must also be able to enter reservations and handle all cash and credit card transactions. The candidate must be able to oversee and coordinate all night time front desk and audit functions, execute computer maintenance requirements, and ensure all financial transactions for the day are verified and balanced. The candidate will assist in balancing of daily posting and revenue, and resolution of inaccuracies. Previous customer service experience required. Prior guest service experience preferred, preferably hotel front office experience. Prior cash handling experience preferred, professional appearance, ability to multi-task, and must be customer service oriented with strong computer and communication skills. The candidate must be able to stand for extended periods of time and lift up to 30lbs. Must be able to work a flexible/overnight schedule, to include weekends and holidays.
Responsibilities:
* Process guest check-ins and check-outs according to Carlson Service and Standard Operating Procedures
* Empathetically listen to guest inquiries and provide appropriate responses
* Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.)
* Block rooms in the computer and follow through on designated requirements
* Pre-register designated guests and prepare key packets
* Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
* Maintain confidentiality of all guests and hotel information
* Employ attention to detail in order to ensure the security of guest room access.
* Understand and execute all hotel accounting standards ensuring accurate settlement of folios, routing of charges and adjustments
* Accommodate room changes expediently
* Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction
* Monitor, send and distribute guest faxes
* Generate, print and distribute daily and weekly reports
* Resolve discrepancies on the room status report with Housekeeping
* Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages and promotions.
Qualifications:
* Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone
* Ability to accurately and efficiently input information into computer systems
* Ability to work cohesively with co-workers both within and outside of your department
* Ability to compute accurate mathematical calculations
* Ability to think clearly, quickly and make concise decisions
* Ability to prioritize, organize and follow up
* Ability to work well under pressure, dealing with many arrivals and departures within a short period of time
* Previous customer service experience required
* Prior hotel and/or cash handling experience preferred
* Previous cashiering experience is preferred
* Previous guest relations training is preferred
* Ability to stand for extended periods of time
* Ability to lift up to 30 pounds
* Candidate must be able to work a flexible and overnight schedule, to include weekends and holidays
Job Type: Part-time
Salary: $11.00 to $12.50 /hour
Job Type: Full-time
Salary: $11.00 to $12.50 /hour
