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Hotel Front Desk Specialist

2 months ago

Kissimmee, Florida, United States Carter Hospitality Group Full time
Job Overview

This role is essential for delivering exceptional guest service, focusing on the check-in and check-out processes for hotel patrons. The position involves managing PBX operations, handling reservations, and providing concierge services with professionalism and courtesy. Accuracy in daily financial procedures is crucial, along with performing end-of-day tasks for the Front Office.

Key Responsibilities
  • Efficiently manage the check-in and check-out of guests, ensuring a welcoming and professional atmosphere.
  • Conduct follow-up calls post check-in to confirm guest satisfaction and offer assistance.
  • Proactively anticipate guest needs, responding promptly and courteously at all times.
  • Deliver high-quality telephone service, providing accurate information regarding hotel services.
  • Prepare for guest arrivals by noting special requests and managing room assignments for VIPs and groups.
  • Complete all tasks outlined in the shift checklist.
  • Perform bucket checks to verify guest data, including names, addresses, room rates, departure dates, and occupancy.
  • Ensure compliance with credit card procedures, verifying identification and securing transactions.
  • Adhere to cashiering protocols, including balancing cash and credit transactions during shifts.
  • Issue safety deposit boxes and communicate messages and mail received for guests.
  • Inform guests about hotel services and amenities.
  • Coordinate with staff regarding VIP arrivals for special treatment and amenities delivery.
  • Accurately take and relay messages, ensuring clarity and completeness.
  • Manage wake-up call requests efficiently.
  • Conduct audits of shift closings, preparing summaries for review.
  • Generate timely reports and manage cash transactions with precision.
  • Support the PBX operator during shifts as needed.
  • Maintain daily balance of house accounts, preparing reconciliations and reports for accounting.
  • Reconcile cashiers' reports with restaurant systems, addressing any discrepancies.
  • Audit room revenue, food and beverage revenue, and guest accounts for accuracy.
  • Transmit credit card batches and prepare daily management reports.
  • Act as a liaison for hotel systems during night hours.
  • Perform Guest Service Representative duties as required, including assisting with reservations and phone inquiries.
  • Fulfill any additional responsibilities assigned by management.
Qualifications
  • Minimum of two years of experience in a related field, preferably in hospitality.
  • Proficient in Microsoft Office applications.
  • Experience in high-volume environments.
  • Technical proficiency in various computer applications.
  • Prior experience as a front desk agent or in customer service is preferred.
  • Must be able to pass pre-employment assessments.
  • Availability to work flexible hours, including days, evenings, nights, weekends, and holidays.
Skills and Abilities
  • Strong command of English; multilingual skills are a plus.
  • Ability to follow and give clear instructions.
  • Competence in managing stressful situations involving guests and colleagues.
  • Ability to engage with diverse groups of people.
  • Strong organizational and planning skills.
  • Sound judgment and conflict resolution abilities.
  • Ability to work collaboratively with team members and guests.
  • Adaptability to changing guest requirements.
  • Attention to detail and strong time management skills.
  • Understanding of hospitality operating systems.
  • Capability to provide excellent customer service while multitasking.
  • Physical ability to perform tasks such as lifting and standing for extended periods.
  • Maintain a professional appearance and demeanor at all times.
  • Foster positive relationships with guests and colleagues.