12/17/2020
Are you looking for a new career opportunity? Calling all guest service-orientated people! We're hiring and holding open interviews TODAY, Friday December 18, 2020 and Monday December 21, 2020 from 10:00am-3:00pm. If you're interested in becoming a Front Desk Agent / Guest Services Representative, stop by for an interview! We look forward to talking with you!
If you can't make it to the open interviews, please message us directly and we'd be happy to work out another date and time!
POSITION SUMMARY
Check-in and check-out guests and respond to inquiries and problems in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all SOPs and LSOPs.
ORGANIZATIONAL SCOPE:
Position is responsible for exceptional customer service in order to generate revenue.
ESSENTIAL FUNCTIONS
• Handle guest registration and room assignments, accommodating special requests whenever possible. (10%)
• Pre-register, block reservations and take same day reservations and when necessary future reservations following hotel rate structures, discounts, and sell strategies. (16%)
• Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner. (50%)
• Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc. (21%)
• Cancel room reservations according to procedures. (2%)
• Walk customers in a professional and courteous manner according to procedures if full house or extenuating circumstance. (1%)
• Show guests to room assisting them with their luggage. (45%)
• Explain all hotel facilities, their location in the hotel, hours of operation, answer all questions about these facilities and other hotel questions. (15%)
• Check luggage for hotel guests both for day and overnight. (15%)
NON-ESSENTIAL FUNCTIONS
• Inventory guest room keys according to policy and request re-keying as necessary.
• Assist with responsibilities and duties in the absence or heavy volume in the areas of Bell Person, PBX Operator, and Reservationist.
• Verify registration cards against computer to ensure accuracy of name, type of payment, rate, market segment.
Qualifications
Knowledge and Skills:
• Education: High school education or equivalent experience.
• Experience: Three months to one full year of employment in a related position with this company or other hospitality organization(s).
• Skills and Abilities: Requires a working knowledge of the Front Desk aspect of TTH services, policies or operations and a general knowledge of the hotel. Working knowledge is generally learned on-the-job. Requires knowledge of and ability to operate computer equipment and the reservations system. Ability to read and speak English. Second language is preferred.
Hours Required: 8 hour shift; scheduled days and times may vary based on need.
