Hotel Front Office Specialist

2 weeks ago

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

This role is pivotal in delivering exceptional guest experiences by managing the check-in and check-out processes for hotel patrons. The position encompasses various responsibilities including PBX operations, handling reservations, and providing concierge services with professionalism and courtesy. Accuracy in daily financial operations is essential, along with the execution of end-of-day procedures for the Front Office, ensuring all activities are organized and discrepancies are addressed.

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, maintaining a high level of service regardless of the time of day.
  • Provide knowledgeable and courteous telephone service, ensuring accurate information is relayed to callers.
  • Prepare for guest arrivals by noting special requests and managing room assignments for VIPs and groups.
  • Complete all designated tasks on shift checklists to maintain operational efficiency.
  • Perform bucket checks to verify guest information, including names, addresses, room rates, departure dates, and occupancy.
  • Ensure compliance with credit card procedures, including verification of identification and secure handling of transactions.
  • Adhere to cashiering protocols, including opening, securing, and balancing shift banks, and verifying all financial transactions.
  • Assist guests with safety deposit box requests and communicate any messages or mail received.
  • Effectively relay hotel services and amenities to guests, enhancing their overall experience.
  • Notify relevant personnel of VIP arrivals for appropriate escort and amenity delivery.
  • Accurately record and relay messages, ensuring clarity and completeness.
  • Manage wake-up call requests and provide information regarding the voicemail system.
  • Conduct audits of shift closings for all front office staff, including preparing audit summaries.
  • Generate accurate reports and manage cash transactions with diligence.
  • Support the hotel PBX operator during shifts as needed.
  • Maintain daily balances of house accounts, conducting reconciliations and preparing reports for accounting.
  • Balance and audit various revenue streams, assisting in the preparation of daily revenue reports.
  • Transmit credit card batches and complete daily management reports.
  • Act as a liaison for hotel systems during night hours.
  • Perform Guest Service Representative duties as required, including assisting with reservations and phone inquiries.
  • Fulfill any additional responsibilities 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 is preferred.
  • Technical proficiency in computer applications is essential.
  • Prior experience as a front desk agent or in customer service is advantageous.
  • Must be able to pass pre-employment assessments.
  • Availability to work various shifts, including days, evenings, nights, weekends, and holidays.
Skills and Abilities
  • Strong command of English; multilingual abilities are a plus.
  • Excellent listening and communication skills.
  • Ability to manage stressful situations and resolve conflicts effectively.
  • Strong organizational skills and attention to detail.
  • Ability to work collaboratively with colleagues and guests.
  • Adaptability to changing guest needs and circumstances.
  • Strong customer service orientation and multitasking abilities.
  • Ability to perform physical tasks as required, including lifting up to 30 pounds.

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