Front Desk Representative

4 weeks ago

Cambridge, Massachusetts, United States Charles Hotel Full time
Job Summary

In this role, as a Front Desk Agent, you are responsible for greeting, registering guests, providing outstanding guest services during their stay and settling the guest's account upon completion of their stay.

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 The Charles Hotel standards as required by scheduling which will vary according to the needs of the hotel.
  • Comply at all times with The Charles Hotel policies standards and regulations to encourage safe and efficient hotel operations.
  • Greet and welcome all guests approaching the Front Desk in accordance with The Charles Hotel standards; maintain a friendly and warm demeanor at all times.
  • 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 team work 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 scenario.
  • Be familiar with The Charles Hotel 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.
  • Registering guests, creating and modifying reservations.
  • Hotel operator and concierge duties.
  • Providing attentive courteous and efficient service to all guests prior to arrival and throughout their stay while maximizing room revenue and occupancy.
  • Perform any other duties as requested by management.
Requirements
  • High School diploma or equivalent preferred.
  • 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.
  • Ability to participate in the creation of an enjoyable work environment.
  • Knowledge with Opera is a bonus.
  • 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 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.)
Benefits
  • Now offering Daily Pay Ask your Recruiter for more details
  • Medical Dental and Vision Coverage
  • Short-Term and Long-Term Disability Income
  • Term Life and AD&D Insurance
  • Paid Time Off
  • Employee Assistance Program
  • 401k Retirement Plan

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