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Hotel Front Office Specialist

2 months ago

Kissimmee, Florida, United States Carter Hospitality Group Full time
Job Overview

This role is essential for delivering exceptional guest experiences during check-in and check-out processes at our hotel. The individual will manage PBX operations, including mail and message services, reservations, and concierge tasks, all while maintaining a professional demeanor. Accuracy in daily financial procedures is critical, as is the responsibility for completing end-of-day tasks for the Front Office.

Key Responsibilities
  • Efficiently manage the check-in and check-out processes for guests, ensuring a welcoming and professional atmosphere.
  • Conduct follow-up calls post check-in to confirm guest satisfaction and offer assistance as needed.
  • Proactively anticipate guest needs and respond promptly to inquiries, regardless of the time of day.
  • Provide excellent telephone service related to PBX operations, ensuring calls are answered promptly and accurately.
  • Review incoming guests for special requests and manage room assignments for VIPs and groups.
  • Complete all required tasks as outlined in shift checklists.
  • Perform bucket checks to verify guest data, including names, addresses, room rates, departure dates, and occupancy.
  • Ensure adherence to credit card processing protocols, verifying ID and securing guest signatures.
  • Follow all cashiering procedures, including balancing shift banks and verifying all transactions.
  • Issue safety deposit boxes to guests upon request.
  • Communicate any messages or mail received for guests.
  • Inform guests about hotel services and amenities.
  • Notify appropriate personnel of VIP arrivals for escort and delivery of amenities.
  • Accurately take and relay messages.
  • Provide detailed information about the voicemail system to guests.
  • Accept and record wake-up call requests.
  • Conduct audits of shift closings for all front office staff and prepare audit summaries.
  • Generate accurate reports and manage cash transactions effectively.
  • Support the hotel PBX operator during shifts as needed.
  • Maintain daily balances of house accounts and prepare reports for accounting.
  • Reconcile cashier reports with restaurant systems nightly, addressing any discrepancies.
  • Balance and audit room revenue, food and beverage revenue, and other financial reports.
  • Transmit credit card batches and complete daily management reports.
  • Act as the hotel system liaison during night hours.
  • Perform all Guest Service Representative functions as required.
  • Carry out any additional duties assigned by management.
Qualifications
  • Minimum of two years of experience in a related field, preferably in hospitality.
  • Proficient in Microsoft Office applications.
  • Experience in high-volume environments.
  • Technical proficiency in computer applications.
  • Prior experience as a front desk agent or in customer service is preferred.
  • Ability to pass pre-employment testing.
  • Full availability to work various shifts, including days, evenings, nights, weekends, and holidays.
Skills and Abilities
  • Strong command of English; multilingual skills are a plus.
  • Ability to follow and provide clear written and oral instructions.
  • Capability to manage stressful situations involving guests and staff.
  • Experience working with diverse groups of people.
  • Strong organizational and time management skills.
  • Attention to detail and ability to multitask.
  • Strong computer skills and cash handling experience.
  • Ability to maintain a professional appearance and demeanor.
  • Ability to lift up to 30 pounds.