Job Description

ESSENTIAL JOB FUNCTIONS

Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.

Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

Maintain positive guest relations at all times.

Resolve guest complaints, ensuring guest satisfaction.

Maintain complete knowledge at all times of:

all hotel features/services, hours of operation.

all room types, numbers, layout, decor, appointments and location.

all room rates, special packages and promotions.

daily house count and expected arrivals/departures.

scheduled daily group activities.

Loyalty program details

Build guest loyalty through personalized service

Process all guest registrations and check-outs.

Communicate services and amenities of the hotel to guests.

Coordinate all guest room billing.

Respond to all guest requests.

Document and confirm reservations and cancellations.

Block rooms in computer and follow through on designated requirements.

Generate, print and distribute daily and weekly reports.

Settle guest accounts and adhere to all cashiering procedures.

Assist other front office departments as needed.