Duties & Functions:
- Actively welcome, greet and check guests in
- Inform guests with savvy knowledge of hotel, its services, the city, and local ‘happenings’
- Ensure all requests are dealt with accurately and they receive the appropriate service, attention and follow up
- Differentiate between guest types and handle them in the appropriate manner; guests with confirmed or claimed reservation, walk ins, VIP guests, groups, etc.
- Follow up on all arrivals using the prescribed procedure, modification of registration cards, special requests, rate changes, room changes and account inquiries, reservation inquiries
- Deal with all guest requests, accidents and/or thefts promptly, no later than within a 20 minutes response time, record all matters in HotSos or hotel specific recording process
- Update and maintain the reception hand over book, pass on all guest feedback to the Manager on duty so appropriate action may be taken
- Ensure guest privacy and security, any confidential guest information is not disclosed and processes are aligned with sbe confidentiality standards
- Ensure the correct procedure and policy standards are adhered to
- Ensure all necessary supplies are available for the front desk, manage par stock and order supplies
- Comply with hotel credit policy as it relates to cash payments; credit card payments; account to company; voucher payment; third party payment, international currency, etc.
- Encourage up-selling in order to maximize rates
- Ensure work areas are cleaned and maintained at all times
- Any other reasonable duties as assigned by the supervisor or manager.
- We recognize we are in the hospitality industry and that may require us to provide lateral service. We will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional guest service.
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