Front Desk Representative

The Front Desk Representative is responsible for greeting guests, checking them in promptly and courteously, and ensuring guests are enrolled in the My Place loyalty program – Stay Rewarded.
Completes necessary paperwork and uses computerized system to record accurate information. Operates the switchboard using proper phone etiquette and follows through appropriately with the content of the call.

Essential Duties and Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  1. Report to work on time and follow instructions from a supervisor.
  2. Must have very good customer service skills with both guests and treat co-workers with respect.
  3. Follow approved guidelines and procedures and accept feedback from supervisor.
  4. Greet guests and check them in and out using the computerized property management system. Compete all necessary paperwork for checking guests in and out, including guest registration
    card/folio, telephone charges, safe charges and any other necessary paperwork. Offer to enroll guests in Stay Rewarded and help with any potential troubleshooting. Requires standing 100% of the time. Must be able to reach to an approximate height of 48 inches.
  5. Operates the switchboard using proper telephone etiquette, taking and transferring calls as required, taking messages accurately, always noting time and dates, recording and making guest wake-up calls. Must be able to reach to an approximate height of 36 to 42 inches. Able to operate a TDD (Telecommunications Device for the Deaf).
  6. Handles cash and is able to accurately count cash and make accurate change for guests. Responsible for cash transactions on shift. Know proper procedure for checking credit card
    authorizations and for obtaining proper approval. Must be able to operate credit card authorization terminal at a height of approximately 36 to 40 inches.
  7. Follows all emergency procedures and knows how to respond in the event of different types of emergencies. This requires mobility to travel from room to room and up and down stairs to notify guests and also assist guests in evacuating the hotel.
  8. Promotes all Company/Brand guest loyalty programs.
  9. Knows room rates, locations and furnishings of all rooms including disability-accessible rooms.
  10. Knows physical make-up and layout of building, both interior and exterior.
  11. Reviews front desk log and records of previous shifts in the log at the beginning of shift (no gossip, doodling or non-business information).
  12. Responsible for balancing cash drawer and shift deposit. Completes all necessary paperwork for shift and organizational responsibilities.
  13. Reports any problems, orally or in writing concerning front desk, guest relations or maintenance to the general manager on a daily basis.
  14. Part of the hotel’s security team and is responsible for immediately reporting, orally or in writing any potential safety or security hazards to the general manager.
  15. Take reservations received over the telephone, through the computer, through the mail over the fax and in person and accurately inputs data in the property management system. Documents
    confirmation/cancellation numbers on all reservations. Must be able to reach to an approximate height of 36 to 42 inches.
  16. Must be aware of any changes in hotel operations or policies.
  17. Locks and secures the front desk area at any time when required to leave the area. Must be able to reach to an approximate height of 42 to 48 inches. (Take portable phone for emergencies).
  18. Keeps all entrances and sidewalk areas free of snow and ice. Able to lift shovel and snow, weighing approximately 20 lbs. Also, requires pushing snow and chopping ice accumulations.
  19. Checks outside lighting each night and reports any problems (bulbs out, etc.) on a maintenance request form.
  20. Delivers rollaway, cribs and additional guest supplies (towels, soap, glasses, etc.) to guest rooms when requested. Able to maneuver rollaway and/or crib weighing approximately 50 lbs.,
    approximately 200 feet.
  21. Follows procedures for handling disorderly conduct in guest rooms and public area of hotel.
  22. Keeps front desk area and lobby clean and orderly at all times (dust, vacuum, clean windows and doors, empty trash). Must operate (push/pull) a vacuum cleaner, weighing approximately 20 lbs.
  23. Make coffee, supplies and cleans coffee bar. Must be able to reach to a height of 60 inches and be able to bend to the floor. Must be able to reach to a height of 60 inches and be able to bend to the floor.
  24. Greet guests, answer questions about the hotel and community. Be knowledgeable about the location of attractions, restaurants, shopping, churches and answers complaints or concerns by the guests.
  25. Help secure guest’s lodging by referrals when the hotel is full.
  26. Keep all area of the front desk area supplied with the necessary items. Report to the general manager any supplies that are needed. Must be able to lift approximately 20 lbs. to a height of 60
  27. Record lost and found items as they are turned in and place in proper storage area.
  28. Issues master key/key card to room attendants and maintenance employees as directed and records on log sheet.
  29. Count master keys/key cards daily. Able to reach to a height of 60 inches.
  30. Cleans guest rooms when the hotel is full and there is a vacant room that needs to be cleaned to be sold or when hotel is short of housekeeping staff.
  31. Must be able to travel up and down stairs for duties 9, 19, 20, 22, 23 28, and 32.
  32. Must be able to complete laundry (pretreat as necessary, wash, dry, fold and store) and keep laundry/housekeeping area clean.
  33. Must be able to operate washer and dryer correctly and lift laundry weighing approximately 30 lbs. to a height of 60 inches.

Other Duties and Responsibilities

  1. Shows prospective guests rooms when the general manager or other staff person is in the hotel and can watch the front desk.
  2. Completes any correspondence concerning front desk matters (reservations, confirmations, sales letters, direct bills, accidents, etc.)
  3. Maintains all records and files used at the front desk in hotel operations or required by Management: occupancy percentages, room attendant sheets, reservation records, billing statements, tracking sheets, guest’s messages, etc.)
  4. Performs any additional duties that, from time to time may be assigned by the general manager.
  5. Must be able to perform all duties of the laundry job description. (Refer to laundry job description).
  6. No employee can clock in for another. No employee can be clocked in who is not physically working. No employee can work unless he/she is clocked in.
  7.  Must be able to walk up and down stairs for duties 1 and 5.

Job Requirements

• Basic computer skills including Microsoft Office.
• Excellent written and spoken communication skills.
• Excellent multi-task and organization skills.
• Good understanding of engineering principles.
• Must be reliable, professional, consistent and serious about the tasks at hand.
• Excellent attention to detail.

Education and/or Experience

• High School degree or equivalent.

Supervisory Responsibility
This position has no supervisory responsibilities.

No overnight travel is anticipated for this position. Some occasional local day travel may be necessary.

Safety Requirements
Must be aware and conform to all safety requirements when in the facility, operating motor vehicles, or in the field performing duties for the company.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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