Position Title: Front Desk/Guest Services Representative
Strategic Business Unit: Hospitality
Labor Category: Hourly, Non-Exempt
SCOPE OF WORK
The Front Desk/Guest Service Representative works at the front desk of the hotel and provides service to hotel guests and clients.
RESPONSIBILITIES
- Greets and checks in arriving guests and checks out departing guests.
- Provides excellent customer service to all guests, makes reservations for guests arriving on the same day or future dates, answers incoming phone calls, and responds to any guest inquiries or requests.
- Blocks incoming reservations based on guest requests and the availability of rooms to meet those requests.
- Blocks arriving reservations of all groups if deemed necessary, pre-registers the rooms in the property computer system, places keys in envelopes and notes the room number on the envelopes.
- Registers all incoming guests, making sure that all pertinent information is obtained, registration card is completed, and the method of payment is established.
- Accepts and records credit card and photo ID information on guest accounts in the hotel computer system.
- Assists as needed in other departments and areas including the Guest Breakfast, Housekeeping, Laundry, and property designated events.
- Maintains the cleanliness of the back office and front desk area.
- Anticipates guest needs, respond promptly, and acknowledge all guests in a timely and courteous fashion.
- Always maintain a positive attitude.
- Addresses and resolves guest complaints in a timely manner to ensure guest satisfaction.
- Documents all guest requests and concerns and communicates information to the responsible personnel for proper handling in a timely manner.
- Prepares a shift drop verifying the totals determined match the totals in the property management system.
- Handles and documents all Lost and Found items as directed by management’s policies and procedures.
- Maintains confidentiality and security of proprietary company information and guest information, correspondence, reports, and files.
- Communicates with management issues regarding safety and service in a timely manner.
- Follow all individual brand standards, policies, & procedures.
- Be a Brand Ambassador of A&R’s Culture, Mission, and Values.
- Ensures all guests are treated in an efficient and courteous manner and that all Company standards are applied.
- Other duties as assigned.
A&R Group provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, or service in the military. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.
To ensure equal employment opportunities to qualified individuals with a disability, A&R Group will make reasonable accommodations for the known disability of an otherwise qualified individual, unless undue hardship on the operation of the business would result. Employees who may require a reasonable accommodation should contact the Human Resources Department to begin the ADA interactive process.
