Hotel Receptionist and Night Auditor

2 weeks ago


Rancho Cordova, California, United States Fairfield Inn & Suites Rancho Cordova Full time

Job Type:
Full-time, Part-time

POSITION SUMMARY:
The Front Desk Associate/Night Audit is essential in managing guest interactions and ensuring a seamless experience at the hotel. This role requires a commitment to delivering exceptional service while collaborating with various departments to meet guest needs.

KEY RESPONSIBILITIES:

  1. Facilitate the check-in and check-out processes for guests, including managing future reservations.
  2. Process valet and miscellaneous charges to guest accounts accurately.
  3. Implement hotel payment policies for guests efficiently.
  4. Manage the hotel’s phone system, directing calls and taking messages for guests and staff.
  5. Handle guest reservations, including modifications and cancellations, while noting special requests.
  6. Assist in verifying and balancing room availability to maximize revenue.
  7. Work closely with other departments to accommodate special guest requests.
  8. Communicate hotel amenities and services to guests during check-in.
  9. Maintain a welcoming and friendly demeanor in all guest interactions, both in person and over the phone.
  10. Utilize the L.E.A.R.N Model for effective guest recovery in service incidents.
  11. Provide information to guests regarding local attractions and facilities.
  12. Manage cash transactions during shifts responsibly.
  13. Adhere to hotel cash handling protocols diligently.
  14. Ensure the security of hotel keys and manage key control effectively.
  15. Administer guest safe deposit boxes with care.
  16. Complete maintenance work orders promptly and deliver them to the appropriate personnel.
  17. Be knowledgeable about hotel emergency procedures and safety guidelines.
  18. Follow quality assurance standards set by the hotel for the department.
  19. Handle lost and found items according to hotel policy.
  20. Respond to guest inquiries about hotel services and local area amenities.
  21. Notify housekeeping of available rooms for cleaning post-checkout.
  22. Update room status as informed by housekeeping.
  23. Distribute mail to guest boxes and hotel staff efficiently.
  24. Report any issues with front desk supplies or equipment to management.
  25. Maintain an inventory of special guest service items, such as roll-aways and cribs.
  26. Track the status of guest rooms used for tours and those under maintenance.
  27. Communicate any reported issues with guest rooms or hotel grounds to housekeeping and maintenance.
  28. Execute any reasonable requests from management within your capabilities.

PHYSICAL REQUIREMENTS:
This position may require frequent bending, lifting, carrying, twisting, pushing, pulling, reaching, kneeling, and prolonged periods of standing or walking. Candidates must be able to lift, push, and pull a minimum of 50 pounds. Training will be provided to ensure all functions are performed within safety guidelines.



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