Front Desk Host

Mission of the Role: Responsible for providing a high level of guest service while assisting guests during reservation process, arrival and departure as well as concierge services.

Qualifications: Requirements are representative of minimum levels of knowledge, skills and /or abilities. To perform this job successfully, the employee will possess the abilities or aptitudes to perform each duty proficiently, with or without reasonable accommodation.

Essential Qualifications:

• Ability to satisfactorily communicate in English (speak, read, write) with guests, co-workers and management to their understanding.
• High school graduate or equivalent
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger.
• Ability to work well under pressure of check-in/check-out of guests and handle multiple tasks at once.
• Previous hotel experience.
• Punctuality and regular and reliable attendance.
• Interpersonal skills and the ability to work well with co-workers and the public.

Desirable Qualifications:

• Previous guest relations training
• Previous experience with automated property management system

Essential Job Functions:

• Meet with departing Front Desk Host/Auditor to review business status, log-book and follow-up items.
• Complete all items as listed on shift checklists, as well as any special projects as assigned.
• Check-in and check-out hotel guests in a confident, professional, and friendly manner
• Review arrivals noting special requests and blocking rooms as necessary for VIP guests and group arrivals.
• Adhere to all training and guidelines when assisting guests with reservations.
• Proactively anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Handle guest complaints, ensuring guest satisfaction and escalating to management as needed.
• Provide gracious and efficient telephone service. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information.
• Perform regular bucket checks to verify data as it pertains to: 1. Guest name, 2. Guest address, 3. Room rate, 4. Date of departure, 5. Number of guests in room, 6. Valid & authorized form of payment
• Ensure proper credit card procedures are followed at all times to include verification of guest signature on credit card and registration slip.
• Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift.
• Follow all policies regarding preparation and handling of cash deposits

• Maintain complete knowledge at all times of:

• all hotel features/services, hours of operation.
• all room types, numbers, layout, d�cor, appointments and location.
• all room rates, special packages and promotions.
• daily house count and expected arrivals/departures.
• room availability status for any given day.
• scheduled daily group activities.

• Clearly communicate services and amenities of the hotel to guests and callers.
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Take and record messages accurately, completely and legibly, advising guests of messages, mail, faxes, etc. received for them.
• Accept and record wake-up call requests.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity deliver).
• Properly document and communicate all maintenance needs to manager and/or engineer.
• Provide concierge service by maintaining a fluent knowledge of local restaurants, special events, city attractions, and outdoor activities.
• Communicate with Housekeeping as needed in regards to late check-outs, early check-ins, pick-up rooms, show rooms, room status, lost and found items.
• Meet with following Front Desk Host/Auditor to pass along any open items and review business status.

• Maintain knowledgeable of hotel fire and emergency procedures.
• To attend all mandatory meetings as directed.
• Various duties and projects as directed by hotel management.

Secondary Job Functions:

• Keep the front desk as well as lobby areas clean and well organized.
• Develop relationships with local service providers: bonded baby-sitters, florists, beauty shops, etc.

Key Relationships:

Internal: Front Desk staff, Bell Staff, Sales and Catering, Housekeeping, Food and Beverage, Accounting, and Maintenance.

External: Hotel guests/visitors, tour company representatives, limousine service personnel, and other hotel personnel.

Essential Physical Abilities:

• Able to endure repetitive motions for extended periods of time.
• Able to operate a computer, printer, and other office machinery.
• Able to remain in a stationary position working on a computer 80% of the time.
• Able to push or pull heavy loads weighing up to 70 lbs.
• Able to move heavy suitcases and boxes on and off a luggage cart.
• Able to clearly communicate by telephone.
• Able to move continuously during the shift throughout the workspace to perform essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. This document does not create an employment contract, implied or otherwise, other than an 'at will' employment relationship.