04/30/2021
* Greet customers 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 hotel amenities, guest room descriptions, directions and local attractions.
* Complete the registration process by inputting and retrieving information with out difficulty from a computer system, confirming pertinent information including number of guests and room rate. Cross promote Midwest Hotels and Brand marketing programs. 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 up selling guests to appropriate services and room types. Adhere to the specified rate guidelines established for your hotel and require continual standing and movement throughout front office area.
* Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler's checks, and other forms of payment. Convert foreign currency at current posted rates. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
* Promptly answer all phone calls using positive "Smile on your face" approach and clear English 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.
* 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 through 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. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
Other:
Regular attendance in conformance with the standards, which may be established by Midwest Hotels from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
Upon employment, all employees are required to fully comply with Midwest Hotels rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.
SUPPORTIVE FUNCTIONS:
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.
* Summon General Manager and or supervisor to es**rt VIP guests to their rooms as appropriate.
* Provide safety deposit boxes for guest by es**rting them to the vault pulling the box from the vault and carrying it to the customer. File access slips in room order.
* Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests of incoming faxes using the message function of the computer and posting specific incoming and outgoing facsimile charges.
* Use the photocopier to make copies of items as required. Posting and accepting payment for all services rendered to guests.
* File registration cards in room number order.
* Retrieve registration cards from the files for each check out.
* Making and placing all incoming reservations to assure that the hotel is well represented and calls are confirmed into reservations. Adhering to all reservation requirements and obtaining all information regarding guest's phone number, full name, address, form of payment and dates of arrival and departure.
* Coordinate the individual transactions associated with the operation of a 24 hour store located in the lobby of the hotel.
* Evaluate the general appearance of the lobby and guest rest rooms by both obtaining assistance for cleaning and conducting periodic spot cleaning during your shift.
* Timely posting and maintaining all guest charges related to the daily operation of the hotel.
* Communicate key issues from your shift to the next shift including, guest concer
