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Reception Operations Specialist

2 months ago

Boston, Massachusetts, United States Olshan Properties Full time
Job Overview

Position Summary

We are seeking a dynamic Guest Services Coordinator to oversee all front desk activities and serve as a primary point of contact for our guests and partners. Success in this role requires a blend of professionalism, exceptional communication skills, and the ability to thrive in a bustling environment.

Key Responsibilities

  • Facilitate guest check-in procedures efficiently and courteously, adhering to our service standards, which include welcoming guests warmly, confirming their reservations, assigning rooms, processing payments, and providing information about hotel amenities.
  • Manage check-out processes with the same level of courtesy, ensuring guest satisfaction by addressing any concerns, processing payments, and collecting room keys.
  • Complete daily shift reports and maintain effective communication between shifts, ensuring messages and mail are delivered to guests promptly.
  • Recognize and greet guests with a friendly demeanor, proactively addressing any issues they may have and employing effective solutions.
  • Utilize our service management system to expedite guest requests efficiently.
  • Adhere to cash handling protocols and maintain accountability for all financial transactions.
  • Promote hotel services to enhance revenue opportunities.
  • Ensure that informational displays are well-stocked and organized, and assist guests with inquiries regarding the business center.
  • Process payments in accordance with established hotel policies.
  • Provide assistance and information to guests and vendors as needed.
  • Prepare necessary reports for management during each shift.
  • Maintain confidentiality and security of guest information at all times.
  • Answer incoming calls professionally, directing them to the appropriate extensions while following security protocols.
  • Document guest requests and relay them to the relevant departments, ensuring follow-up as per our service standards.
  • Accurately transcribe messages and verify information with guests.
  • Respond to basic inquiries regarding hotel services and local information.
  • Act as a liaison for security and property operations, ensuring timely communication during emergencies.
  • Record wake-up call requests and manage them effectively.

Required Skills and Qualifications

  • Professional appearance and demeanor.
  • Excellent communication skills when interacting with guests and team members.
  • Ability to learn and operate a complex telephone system.
  • Basic computer proficiency and internet knowledge.
  • Quick decision-making skills in emergency situations.
  • Ability to focus in a high-pressure environment.
  • Physical stamina to stand, walk, and sit for extended periods.
  • Capability to perform tasks in confined spaces and under varying conditions.
  • Ability to lift up to 50 lbs. and perform physical tasks as needed.
  • Strong listening skills and attention to detail.
  • Knowledge of local attractions and ability to assist with reservations.
  • Proficient in reading and comprehending English.
  • Detail-oriented with a focus on timely task completion.
  • Ability to achieve certification in our operational systems.
  • First Aid and CPR certification is preferred.
  • Calm and diplomatic approach to guest interactions, especially in challenging situations.
  • Ability to work efficiently under deadlines.
  • Dexterity for operating office equipment and handling paperwork.
  • Familiarity with the local area to assist guests with directions.

Education and Experience

  • High School diploma or equivalent preferred.
  • Minimum of 6 months experience in customer service.
  • Experience in cash handling or hotel front desk operations is a plus.
  • Previous experience with our brand or similar environments is advantageous.

Additional Information

  • Ability to communicate in additional languages is a plus.
  • Commitment to providing exceptional service to both internal and external customers.
  • This job description is not exhaustive and may include other duties as assigned.

At Olshan Properties, we are dedicated to fostering an inclusive workplace where all employees are valued and respected.