Front Desk Representative

4 days ago

Lexington Kentucky, United States Residence Lexington Full time
Job Summary:

$14.50-$15/HR

BOTH AM AND PM Shifts Required

(7AM-3PM AND 3PM-11PM)

Weekends Required

*PREVIOUS HOTEL EXPERIENCE REQUIRED*

Job Responsibilities:

  • Register guests and provide outstanding guest service during their stay and settle the guest's account upon completion of their stay.
  • Primary responsibilities include: registering guests, making and modifying reservations, hotel operator and concierge duties.
  • Provide attentive, courteous, and efficient service to all guests prior to arrival and throughout their stay while maximizing room revenue and occupancy.
  • The Night Auditor is responsible for the preparation and disposition of all Night Audit work. Responsible for the front desk operation during the overnight shift.
  • Primary responsibilities include: registering guests, making reservations, preparing daily reports, balancing transactions, and conducting security walks.

Qualifications:

  • High School diploma or equivalent required; College course work in related field helpful.
  • Experience in a hotel or a related field preferred.
  • Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.
  • Demonstrate the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers.
  • Must be able to convey information and ideas clearly.
  • Must be able to evaluate and select among alternative courses of action quickly and accurately.
  • Must work well in stressful, high-pressure situations.
  • Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
  • Must be effective at listening to, understanding, and clarifying the issues raised by co-workers and guests.
  • Must be able to work with and understand financial information and data and basic arithmetic functions.
  • Ability to perform numerical operations using basic counting, adding, subtracting, multiplying, and dividing.
  • Ability to read, comprehend, and write simple instructions and/or short correspondence and memos.
  • Ability to use logic to define the problem, collect information, establish facts, draw valid conclusions, interpret information, and deal with abstract variables for unique or unfamiliar situations.
  • An operational knowledge of Microsoft Office suite.
  • Must be willing and have the ability to work a varied schedule that may include evenings, nights, weekends, and holidays.
  • Holds an understanding of hotel products and guest services (i.e. lifestyle, full-service resort, etc).
  • Ability to participate in the creation of an enjoyable work environment.

Responsibilities:

  • Approach all encounters with guests and associates in a friendly, service-oriented manner.
  • Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working (per brand standards).
  • Maintain regular attendance in compliance with Aimbridge Hospitality standards as required by scheduling, which will vary according to the needs of the hotel.
  • Comply at all times with Aimbridge Hospitality policies, standards, and regulations to encourage safe and efficient hotel operations.
  • Greet and welcome all guests approaching the Front Desk in accordance with Aimbridge Hospitality standards; maintain a friendly and warm demeanor at all times.
  • Maintain proper operation of the telephone switchboard and ensure that all Aimbridge Hospitality performance standards are met.
  • Handle requests for information, mail, and messages in an efficient and courteous manner.
  • Answer guest inquiries about hotel service, facilities, and hours of operation.
  • Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
  • Establish and maintain good communications and teamwork with fellow associates and other departments within the hotel.
  • 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 rate quoting scenarios.
  • Be familiar with all Aimbridge Hospitality policies and house rules as well as hospitality terminology.
  • Have knowledge of and assist in emergency procedures as required.
  • Handle check-ins and check-outs in a friendly, efficient, and courteous manner.
  • Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
  • Ensure logging and delivery of packages, mail, and messages as needed to guests and meeting rooms.
  • Use proper two-way radio etiquette at all times when communicating with other associates.
  • As needed, deliver guest items such as luggage, newspapers, messages, packages, amenities, or other items requested by guests or team members.
  • Maintain an up-to-date working knowledge of all property amenities as well as any special events, local area attractions, and things to do around the hotel.
  • Perform other duties as assigned, which may include but are not limited to the following: helping coworkers in other areas of the hotel, maintaining a clean and organized work area, and overall cleanliness and safety throughout the hotel and grounds.

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