Front Desk Representative (Part-Time)

Representative

Reports to:
Hotel Manager

Summary of Position:

Responsible for providing quality guest service as it pertains to checking in/out of hotel
guests; handle phone calls/message service; taking hotel reservations; and concierge
services in a gracious and professional manner. Demands accuracy with daily
accounting procedures.

Duties & Responsibilities:

• Check-in and check-out hotel guests in a confident, professional, and friendly

manner.

• Ensure guest is satisfied with accommodations and offer any

assistance.

• Anticipate guests’ needs, respond promptly and acknowledge all guests,

however busy and whatever time of day.

• Provide gracious and efficient telephone service. Calls should be answered

promptly and knowledgeably, always ensuring complete and accurate

information.

• Review arrivals noting special requests and blocking rooms as necessary for VIP

and group arrivals.

• Complete all items as listed on shift checklists.

• Tasks performed by each shift to verify data as it pertains to: 1. Guest name, 2.

Guest address, 3. Room rate, 4. Date of departure, 5. Number of guests in room,

and 6. credit card imprint.

• Ensure proper credit card procedures are followed at all times to include credit card

imprint and guest signature on registration slip.

• Adhere to all cashiering procedures: open, secure and balance out shift

banks to include the verification of all cash,
credit card, and check transactions during a given shift.

• Advise guest of any messages, mail, faxes, etc. received for them.

• Communicate service and amenities of the hotel to guests.

• Take, record and relay messages accurately, completely and legibly.

• Accept and record wake-up call requests.
• Communicate pertinent guest information to designated departments/personnel (i.e.,

special requests, amenity deliver).

• Meet with departing Front Desk Host during shift change to review business status,

log-book and follow-up items.

events, city attractions, and guest amenities.

• Knowledge of hotel fire and emergency procedures.

• Keep the front desk as well as lobby areas clean and well organized.

• Respond to reservation calls in a professional manner.

• Document maintenance needs in property management system.

• Maintain complete knowledge at all times of:

a. all hotel features/services, hours of operation.
b. all room types, numbers, layout, décor, appointments and location.

c. all room rates, special packages and promotions.
d. daily house count and expected arrivals/departures.
e. room availability status for any given day.
f. scheduled daily group activities.

• Prepare all guest reservations arrivals Check in sheets.

• Prepare all management reports for hotel management.

• Prepare appropriate housekeeping reports for next business day.

• Assist breakfast attendant with breakfast, as needed.

• Clean and store food and beverage items from breakfast, when needed

• Assist with cleaning public areas, as needed

Qualifications:

• At least 6 months experience in a similar capacity.

• Be able to work in a standing position for long periods of time (up to 5 hours).

• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-

through, courtesy, cooperativeness and work with a minimum of supervision.

• Ability to satisfactorily communicate in English (speak, read, write) with

guests, co-workers and management to their understanding.

• Ability to accurately compute and manipulate mathematical calculations.

• Ability to solve practical problems and deal with a variety of concrete variables in

situations where only limited standardization exists

Ability to effectively deal with internal and external customers, some of

whom will require high levels of patience, tact, and diplomacy to defuse
anger.

lbs.; and lift and/or carry or otherwise move packages, boxes, and luggage.

Punctuality and regular and reliable attendance.

• Honesty and Integrity