JOB DESCRIPTION:
Responsible for providing quality guest service as it pertains to checking in/out of hotel guests; PBX operations to include mail/message service; taking hotel reservations; and concierge services in a gracious and professional manner. Position demands accuracy with daily accounting procedures, account billing, and reservations.
ESSENTIAL DUTIES:
Manually input reservations into the system that do not directly interface into the property’s system with precision and accuracy
Establish relationship with online travel agencies and guests to ensure accurate rates and reservations are input into the system
Ensure settings in the system are correct for reservations that interface with the property’s system
Ensure all rates, rate codes, market segments and market source codes are correct for each reservation
Complete billing on all pre-paid reservations arriving for the day
Review house and PM accounts
Input group blocks, group rooming list reservations and provide sales with a group rooming list for each group
Provide excellent guest service to guest inquiries about the hotel property and provide competitive rates
Reconcile invoices from third party companies to ensure accurate billing and commissions are paid
Monitor hotel availability to avoid overselling rooms at the property
Check-in and check-out hotel guests in a confident, professional, and friendly manner
Initiate courtesy call after check-in to ensure guest is satisfied with accommodations as well as offer any assistance
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
Provide gracious and efficient telephone service as it relates to general PBX services. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information.
Review arrivals noting special requests and blocking rooms as necessary for VIP and group arrivals - ensuring billing accuracy
Complete all items as listed on shift checklists
Bucket checks to be performed by each shift to verify data as it pertains to:
Guest name
Guest address
Room rate
Date of departure
Number of guests in room
Ensure proper credit card procedures are followed at all times to include checking ID matches credit card information, credit card is swiped, and guest signature on 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
Issue guest safety deposit boxes as requested.
Advise guests of any messages, mail, faxes, etc. received for them
Communicate VIP arrivals to designated personnel for escort and delivery of amenities
Take, record and relay messages accurately, completely and legibly
Offer detailed information on the voice mail system to callers and guests wishing to leave messages
Accept and record wake-up call requests
Any and all duties assigned by management
MINIMUM REQUIREMENTS:
The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must have minimum of six months experience working in related field (hospitality preferred)
Must have reliable transportation
Must be able to pass pre-employment testing (i.e. drug test, background check, etc)
Must have full availability and be able to work days, evenings, nights, weekends, and holidays
KNOWLEDGE / SKILLS / ABILITIES:
Ability to read, write and speak English (multi-lingual a plus)
Ability to hear, understand, follow and give written and oral instructions
Ability to deal with stressful conflicts involving groups of people, individuals, and co-workers
Ability to work with large groups of people, and age groups
Ability to plan, organize and conduct a wide variety of activities
Ability to work harmoniously with fellow employees and guests
Follow all company policies and procedures
Ensure uniform and personal appearance are clean and professional
Thank guests with genuine appreciation
Speak with others using clear and professional language
Develop and maintain positive working relationships with others
Abilities (<8 hours per day) reach, bend, twist, pull, push, grasp, walking, standing, stooping, kneeling, running, sitting, climbing, reaching overhead and bending
Ability to frequently (<4 hours per day) lift up to 30 pounds of weight to chest height