Multi-faceted opportunity for dynamic guest service professionals. Varied duties including Front Desk operations, food and beverage service, cafe and market retail services.

Overview:

This position maximizes revenue and creates value by providing excellent customer service. This includes effective reservation sales, handling all guest accounts efficiently and accurately, and assisting in all phases of guest experience such as check-in, check-out, and problem resolution. This position will also be involved in food and beverage service at the lobby bar as needed.

Job Duties and Responsibilities:

Welcome and check-in guests in a friendly and efficient manner, demonstrate excellent customer service and phone etiquette

Accountable for assigned cash drawer(s)

Manage all aspects of the reservations process (process room reservations, secure deposit and send confirmation); use suggestive selling techniques, stay abreast of local rates, in-house strategy, group and special rate plans and packages, available inventory, etc.

Understand how to check room availability and housekeeping/maintenance status, ensure against overbooking, and that guests are provided an inspected room

Maintain full knowledge of all room types, features, locations, rates

Communicate effectively with all departments

Develop a working knowledge of local attractions, business locations, and points of interest

Knowledge of all hotels services, amenities, and hours of operation

May be first point of contact during any emergency; be familiar with all emergency procedures as documented in hotel Emergency Manuals

Accurately handle all in-house accounts including guest names, room charges, methods of payment, special requests, etc.

Handle services for guests including guest mail, messages, telephone calls, faxes, wake-up calls, after-hours requests (i.e., extra towels, pillows etc.) ,and general inquiries

Understand operation of guest room features, i.e. HVAC units, thermostats, showers, windows, etc.

Prepare and/or serve food and beverages as needed during lobby bar operational hours.

Keep lobby and kitchen areas clean, neat and organized, put plastic bags in waste receptacles, and wipe down tables and chairs

Provide assistance to other employees to ensure a smooth operation of the department and hotel

Skills Required:

Provide high level customer service, communicate effectively with guests and team members, follow instructions, ability to learn quickly, pay attention to detail, and maintain composure when working under pressure; demonstrates very good phone skills

Experience / Education:

Prior customer service experience is preferred; high school diploma and/or equivalent work experience preferred, but not required