Front Desk Representative

6 days ago

Mishawaka Indiana, United States Courtyard Mishawaka-University Full time
Job Summary

As a Front Desk Representative at Courtyard Mishawaka-University, 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 ensure a warm and welcoming experience
  • Make and modify reservations to meet guest needs
  • Handle hotel operator and concierge duties with a focus on providing exceptional service
  • Provide attentive, courteous, and efficient service to all guests prior to arrival and throughout their stay
  • Maximize room revenue and occupancy through effective communication and problem-solving skills
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
  • Demonstrate the ability to multi-task, be detail-oriented, and problem-solve in a fast-paced environment
  • Must be able to convey information and ideas clearly and effectively
  • 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 coworkers 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
  • Operational knowledge of Microsoft Office suite
  • Must be willing and able to work a varied schedule, including 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
Additional Responsibilities:
  • Approach all encounters with guests and associates in a friendly, service-oriented manner
  • Maintain high standards of personal appearance and grooming, including wearing the proper uniform and name tag when working
  • Maintain regular attendance in compliance with Aimbridge Hospitality standards
  • Comply with Aimbridge Hospitality policies, standards, and regulations to ensure safe and efficient hotel operations
  • Greet and welcome all guests approaching the Front Desk in accordance with Aimbridge Hospitality standards
  • Maintain proper operation of the telephone switchboard and ensure that all Aimbridge Hospitality performance standards are met
  • Handle requests for information, mail, and messages in an efficient and courteous manner
  • Answer guest inquiries about hotel services, facilities, and hours of operation
  • Answer inquiries from guests regarding restaurants, transportation, entertainment, and other hotel amenities
  • Establish and maintain good communications and teamwork 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 and closed-out and restricted dates
  • Obtain all necessary information when taking room reservations and follow rate-quotting scenarios
  • Be familiar with all Aimbridge Hospitality 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
  • Perform other duties as assigned, including helping coworkers in other areas of the hotel, maintaining a clean and organized work area, and overall cleanliness and safety throughout the hotel and grounds

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