Front Desk

1 month ago

Lombard, United States Auro Hotels Full time

** Front Desk /Guest Services Agent**

**Job Category****:** Front Office **Requisition Number****:** FRONT02291 Showing 1 location **Job Details**

**Description**

Essential Job Functions

* Greet guests immediately with a friendly, sincere welcome. Maintain eye contact with guest. Use a positive, clear speaking voice, listen to guest requests and respond with appropriate action.

* Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate possible, and ensure that staff does the same. Maintain and provide accurate information on and promote hotel facilities.

* Maintain cash bank per accounting guidelines. Comply with all accounting procedures.

* Maintain effective communication within Front Office and related departments, and with all hotel departments. Stay aware of issues relating to front office and general hotel operations. Attend meetings as scheduled. Apprise management of any concerns or suggestions.

* Adhere to safety, security and emergency procedures, react appropriately during emergency situations, and act promptly to correct hazards. Adhere to security procedures on the handling of guest room keys, the protection of guest related information and conduct weekly inventory of guest room keys.

* Understand and operate front office telephone, computer systems, and equipment such as ten key adding machine, facsimile machines, etc.

* Promptly complete registration process, input and retrieve information from computer, confirm pertinent information including number of guests, method of payment and length of stay, select guest room based upon guest needs/request, nonverbal confirmation of room number and rate, provide key folder containing guest room key (and club key if applicable), certificate and coupons as appropriate. Close out guest accounts at time of check out. Properly file and retrieve registration cards.

* Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change, and balance assigned cash bank. Accept and record vouchers, travelers check and other forms of payment. Post charges to guest rooms and house accounts using the computer. Process payments per established procedures.

* Provide safety deposit boxes to guests in accordance with established hotel procedures.

* Promptly answer the telephone using positive, pleasant tone of voice and following the established verbiage. Input messages into the computer. Retrieve messages and communicate the content of messages to guests. Retrieve and send mail, small packages and facsimiles for guests.

* Listen to and promptly act to resolve guest problems and complaints. Authorize revenue allowances to remedy problems only after other alternative solutions have failed and appropriately document the solution/remedy. Apprise management of all guest complaints/problems; including those that have been resolved.

Other Duties and Responsibilities

* Complies with Company Standards of Service as outlined for AURO Hotels.

* Projects a favorable image of AURO Hotels to the public at all times.

* Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.

* Treats guests, vendors, customers and co-workers with professionalism and respect at all times.

* Completes Departmental, AURO Hotels and Brand standards training as assigned.

* Maintains a clean and neat appearance at all times.

* Must be able to work flexible work hours/schedule including evenings, weekends and holidays.

* **Nothing in this job description restricts managements right to assign or reassign duties, work hours and/or responsibilities for this job at any time.**

**Qualifications**

**Skills**

**Behaviors**

**:**

**Motivations**

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**Education**

**Experience**

**Licenses & Certifications**

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