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Front Desk Representative

2 months ago

Worcester Massachusetts, United States Hampton Inn Worcester Full time
Job Summary

As a Front Desk Representative at Hampton Inn Worcester, you will be responsible for providing exceptional guest service and ensuring a seamless stay for our valued customers. Your primary responsibilities will include registering guests, making and modifying reservations, and handling hotel operator and concierge duties.

Key Responsibilities:
  • Register guests and process check-ins and check-outs in a friendly and efficient manner.
  • Make and modify reservations, including handling room assignments and rate quotes.
  • Provide attentive and courteous service to all guests, responding to their inquiries and requests in a timely and professional manner.
  • Handle requests for information, mail, and messages in an efficient and courteous manner.
  • Answer guest inquiries about hotel services, facilities, and hours of operation.
  • Establish and maintain good communication and teamwork with fellow associates and other departments within the hotel.
  • Be aware of all rates, packages, and special promotions, as well as closed-out and restricted dates.
  • Obtain all necessary information when taking room reservations and follow rate quoting scenarios.
  • Be familiar with all hotel policies and house rules, as well as hospitality terminology.
  • Have knowledge of and assist in emergency procedures as required.
Requirements:
  • High School diploma or equivalent required; college coursework in a related field is helpful.
  • Experience in a hotel or related field is 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 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, as well as 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 able to work a varied schedule that may include evenings, nights, weekends, and holidays.
  • Holds an understanding of hotel products and guest services.
  • Ability to participate in the creation of an enjoyable work environment.