Duties and responsibilities:
-
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guests in a friendly, prompt and professional manner recognizing IHG Rewards
Club Members
and also returning
guests.
• Check guests in, issue room
keys, provide information on hotel services and room location.
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• Ensure required
identification is taken from guests at check-in in line with local legislative
requirements.
• Answer phones in a prompt
and courteous manner, utilizing their name several times during
the conversation.
Depending on shift, you may also input guest walk-up calls into the call
sheet/system.
• Up-sell rooms where possible
to maximize hotel revenue.
• Answer, record and process
all guest calls, messages, requests, questions or concerns, faxes, etc.
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style="color: rgb(142, 98, 0);">•
Record guest preferences in the system, as well as service
recovery process through tracking systems, such as HotSOS.
This may also involve working with Engineering and other departments
to help fix guest issues.
• Check guests out, including
resolving any late or disputed charges.
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Accurately process all cash and credit card transactions using
established procedures.
• Issue, control and release
guest safe-deposit boxes in line with hotel procedures.
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style="color: rgb(142, 98, 0);">•
Communicate any outstanding guest requests or issues to management
that may require
additional monitoring or follow-up, such
as Lost & Found inquiries, conference/catering questions, etc.
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• Take action to solve guest
problems/complaints using appropriate service recovery guidelines.
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• Follow established hotel
safety protocols and procedures at all times.
Immediately
report any health and safety
incident, security breaches, concerns or suspicious behavior to
the supervisor or manager on duty.
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• May routinely book guest
reservations for individuals and/or groups that are requested either
by
phone
or from within the hotel; process cancellations, revisions, and information
updates on changes
• Work as part of a team
and communicate with other departments as per hotel procedures
to ensure
excellent quality
and service
• Perform other duties
as assigned including guest room tours, concierge services, special guest
requests, restaurant referrals, etc.
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Qualifications and requirements:
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High School
diploma /Secondary qualification or equivalent. One year front
office/guest service experience strongly preferred. Proficiency in Opera
is preferred but not essential. Some college/university preferred. Must speak
fluent English. Additional language skills preferred but not required
depending on location of hotel.
style="color: rgb(142, 98, 0);">This job requires ability to perform
the following:
• Frequently standing up behind
the desk and front office areas
• Carrying or lifting items
weighing up to 50 pounds / 23 kilograms
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• Handling objects, products
and computer equipment
• Basic computer skills
to operate various property management and reservations systems, etc.
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style="font-size: 13pt; letter-spacing: -0.25pt;">Other:
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Being passionate about people and service
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style="color: rgb(142, 98, 0);">•
Strong communication skills essential when interacting with guests
and employees
• Reading and writing abilities
are used often when completing paperwork, logging
issues/
complaints/requests/information updates, etc.
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style="color: rgb(142, 98, 0);">•
Basic math skills are used frequently when handling cash
or credit.
•
Problem solving, reasoning, motivating and training abilities
are often used
• Have the ability to work
a flexible schedule including nights, weekends and/or holidays
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style="font-size: 12.5pt; letter-spacing: -0.25pt;">The statements in this job
description are intended to represent the key duties and level of work
being performed. They are not intended to be ALL responsibilities
or qualifications of the job.
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The salary range for this role is $26.24
to $28.42
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box-sizing: inherit; color: rgb(0, 0, 0); font-family: "Graphik Web",
sans-serif; font-size: 16px; font-style: normal; font-variant-caps: normal;
font-variant-ligatures: normal; letter-spacing: normal; orphans: 2; text-align:
left; text-decoration-color: initial; text-decoration-style: initial;
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white-space: normal; widows: 2; word-spacing: 0px;">This is the lowest
to highest pay scale
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text-decoration-thickness: initial; text-indent: 0px; text-transform: none;
white-space: normal; widows: 2; word-spacing: 0px;"> we, in good faith,
believe we would pay for this role at the time of
this posting. We may ultimately pay more or less than the posted
range, and the range may be modified in the future.
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"Graphik Web", sans-serif;">
An employee’s pay position within the pay range will
be based on several factors, including relevant education, qualifications,
certifications, experience, skills, seniority, geographic location, performance,
shift, travel requirements, sales or revenue-based metrics, and business
or organizational needs.
