Front Desk Representative

4 weeks ago

Phoenix, Arizona, United States Rise Uptown Hotel Full time

About Us:
Rise Uptown Hotel values its employees and is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits, and our dedication to building meaningful relationships. Rise Uptown Hotel offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Rise Uptown Hotel is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers. Whether you are just starting out in the hospitality industry or are a seasoned professional, Rise Uptown Hotel offers a supportive and collaborative work environment that encourages growth and fosters success, in a boutique escape with mid-century modern style, in the hip and centrally located Uptown Phoenix neighborhood.

Job Summary:
The Front Desk Representative will be responsible for greeting and registering guests, providing prompt and courteous service, and closing out guest accounts upon completion of stay to meet Rise Uptown Hotel's high standards of quality.

Key Responsibilities:

  • Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action, and provide accurate information such as outlet hours and local attractions.
  • Complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. Promote Hotel's marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate. Requires continual standing and movement throughout front office area.
  • Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change, and balance an assigned house bank. Accept and record vouchers, travelers checks, and other forms of payment. Convert foreign currency at current posted rates. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
  • Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages, and facsimiles for customers as requested.
  • Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
  • Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
  • Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Take ownership of guests' challenges and follow through to ensure guest satisfaction. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.


Requirements:
  • Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
  • Ability to stand and move throughout front office and continuously perform essential job functions.
  • Ability to read, listen, and communicate effectively in English, both verbally and in writing.
  • Ability to access and accurately input information using a moderately complex computer system.
  • Hearing and visual ability to observe and detect signs of emergency situations.
  • Experience with Galaxy systems is a plus but not required.


Qualifications:
  • Education: High school diploma preferred.
  • Experience: No prior experience required. Prior hospitality experience preferred.
  • Licenses or certificates: No special licenses required. Individuals are required to meet the minimum bonding standards.
  • Grooming: All employees must maintain a neat, clean, and well-groomed appearance (specific standards available).
  • Other: Applicants with additional language skills preferred.

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