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Hotel Front Desk Service Representative

3 months ago

Beachwood, Ohio, United States Clarion Hotel & Hotel Indigo Full time

JOB OVERVIEW:
Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures

DUTIES & RESPONSIBILITIES:

Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation.

Comply with quality assurance expectations and standards.
Register guests, issue room keys, provide information on hotel services and room location.
Answer phones in a prompt and courteous manner.
Up-sell rooms where possible to maximize hotel revenue.

Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.

Issue, control, and release guest safe-deposit boxes.
Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
Respond appropriately to guest complaints. Make appropriate service recovery gestures in order to ensure total guest satisfaction.

May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel, process cancellations, revisions, and information updates on changes.

Identify and explain room features to guests, supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest.

Promote teamwork and quality service through daily communications and coordination with other departments.
Perform other reasonable job duties as requested by Supervisors.

Schedule:
10 hour shift8 hour shiftDay shiftEvening shiftHolidaysWeekend availability