Job Description

SUMMARY:

Responsible for providing information to guests and visitors and assisting guests with check in and out of the hotel while providing courteous and friendly guest service in a courteous and professional manner while exceeding the high standards of the hotel.

 

ESSENTIAL FUNCTIONS:

Essential functions as defined are ILLUSTRATIVE ONLY and not a comprehensive listing of all functions and duties performed by incumbents within this classification. Essential duties and responsibilities may include, but are not limited to, the following:

 

  • Identifies guest needs and provide information regarding policies, services and amenities.
  • Checks guests into and out of hotel in a courteous and professional manner.
  • Assists with luggage details.
  • Uses suggestive selling skills and company sales guidelines to maximize revenue and occupancy levels.
  • Maintains awareness of room details in order to process reservation requests or cancellations if needed, to include rates, packages, discounts and groups.
  • Operates the hotel telephone system as trained to hotel standards.
  • Parks and retrieves guest vehicles as needed, valet parking after hours.
  • Posts charges and payments to guest, club owner and house accounts.
  • Counts and balances cash drawer at the beginning and end of each shift; balances credit card shift report.
  • Prints and distributes ski, weather or other reports as requested.
  • Prepares current or next day arrival lists and packets.
  • Cleans and maintains the front desk area in an orderly and presentable condition.
  • Inventories and replenishes any required supplies.
  • Processes hotel wake up program.
  • Delivers guest requests as needed.
  • Ensures delivery of guest messages or packages as needed.
  • Observes safety precautions required to protect hotel and guest property.
  • Contributes to the efficiency and effectiveness of the unit's service to its customers by offering suggestions and directing or participating as an active member of a team.
  • Demonstrates courteous and cooperative behavior when interacting with public and staff; acts in a manner that promotes a harmonious and effective workplace environment.

 QUALIFICATIONS:


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge and/or skill required.


Education and Experience:


High School Diploma/GED; AND one (1) year of hospitality experience; OR an equivalent combination of education, training and experience.


Required Knowledge and Skills


Knowledge of:

  • Policies and procedures of the department.
  • Area amenities, activities and events.
  • Use of specified computer applications involving word processing, data entry, Springer Miller System (SMS) and/or standard report generation.
  • Amenities, services, and room types for property.
  • Resort activities and operations.
  • Practices and procedures of cash handling, bookkeeping and accounting.
  • Office administrative practices and procedures.
  • Business letter writing and the standard format for typed materials.
  • Record keeping principles and practices.
  • Correct business English, including spelling, grammar and punctuation.
  • Techniques for dealing with a variety of individuals from various socio-economic, ethnic and cultural backgrounds, in person and over the telephone.


Skill in:

  • Performing front desk duties in an efficient and effective manner.
  • Determining the nature of a visitors needs and recommending appropriate actions or
  • solutions.
  • Speaking English effectively to communicate over the telephone.
  • Resolving varied guest issues, concerns and requirements.
  • Interfacing with hotel staff to ensure that guest’s needs are met in a satisfactory
  • manner.
  • Performing cash balancing and related financial transactions.
  • Composing correspondence independently or from brief instructions.
  • Compiling and summarizing information and preparing periodic or special reports.
  • Using initiative and independent judgment within established procedural guidelines.
  • Organizing own work, setting priorities and meeting critical deadlines.
  • Contributing effectively to the accomplishment of team or work unit goals, objectives and activities.
  • Establishing and maintaining effective working relationships with those contacted in the course of the work.