Front Desk Representative

2 days ago

Carol Stream, Illinois, United States Residence Inn Bloomingdale Full time
Job Summary

The Front Desk Representative is responsible for providing exceptional service to guests during check-in, throughout their stay, and at checkout. This role requires a strong attention to detail, excellent communication skills, and the ability to multitask in a fast-paced environment.

Key Responsibilities
  • Answer guest inquiries regarding restaurants, transportation, and entertainment
  • Follow all cash handling and credit policies
  • Be aware of all rates, packages, and special promotions
  • Be familiar with all in-house groups
  • Be aware of closed out and restricted dates
  • Obtain all necessary information when taking room reservations and follow the rate-quoting scenario
  • Be familiar with hospitality terminology
  • Have knowledge of emergency procedures and assist as needed
  • Handle check-ins and checkouts in a friendly, efficient, and courteous manner
  • Use proper two-way radio etiquette at all times when communicating with other employees
  • Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system
  • Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner
  • Balance and prepare individual paperwork for closing of shift according to hotel standards
  • Maintain and market promotions and guest programs
  • Maintain a clean work area
  • Assist guests with safe deposit boxes
Qualifications
  • College course work in a related field is helpful
  • Experience in a hotel or a related field is preferred
  • High School diploma or equivalent is required
  • Computer experience is required
  • Customer Service experience is preferred
  • Maintain a warm and friendly demeanor at all times
  • Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner
  • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests
  • Must be able to multitask and prioritize departmental functions to meet deadlines
  • Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner
  • Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel
  • Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag
  • Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations
  • Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions
  • Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary
  • Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives
  • Must be able to cross-train in other hotel-related areas
  • Must be able to maintain confidentiality of information
  • Must be able to show initiative, including anticipating guest or operational needs
  • Perform other duties as requested by management

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