Hybrid Front Desk Attendant chez The Hotel at Arundel Preserve
The Hotel at Arundel Preserve · Hanover, États-Unis d'Amérique · Hybrid
- Junior
- Bureau à Hanover
Responsible for greeting visitors and performing clerical tasks. Typical duties include offering advice and information to customers, taking phone calls, updating databases, taking orders, and collecting payments. High customer service and multi-tasking skills are needed on a daily basis.
WHAT WE EXPECT FROM YOU:
- Accurately perform required tasks on the PMS in a timely manner
- Occasionally make, confirm and cancel guest reservations
- Communicate efficiently with other departments
- Help maintain and stock pantry items
- Ensure cleanliness of front desk and office area (i.e., clean up, package dispersing, dust free, etc.)
- Maintain complete knowledge at all times of:
o All hours of operation
o All guest room layouts, bed types, décor, appointments and locations
o All room rates, special packages and promotions
o Daily house count and expected arrivals/departures
o Scheduled daily group activities - Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times
- Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
- Accurately, efficiently and professionally process all guest check-ins and check-outs
- Verify registration card information with the guest
- Obtain back-up information for guest credit/payment method and input into system; collect cash when designated
- Direct Bell Person/Shuttle Driver to escort guest and transport their luggage to the room
- Handle overbooked or "walked" guests
- Accept and record wake-up call requests
- Monitor, send and distribute guest faxes
- Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
- Resolve discrepancies on the room status report with Housekeeping
- Match the "bucket check" to in-house guest ledger report; report discrepancies to Manager
- Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges
- Balance all cash, credit, direct bill receipts and other paperwork completed during shift
- Acknowledge all guests and respond promptly to their needs, however busy and whatever time of day. Ensure unresolved incidents are reported to Manager/Supervisor
- Familiarity with all hotel services/features and local attractions/activities to respond to guest inquiries accurately
- Complete required Appraisals
- Contribute to the team's success by accomplishing tasks and assisting with projects as needed
- Maintain knowledge and compliance with departmental policies, service procedures, and standards
- Availability during peak operating times, ie: Weekends, Holidays and Special Events
- Work as a team member to ensure our guests have the best possible experience
- Understand company's emergency procedures and be able to apply them when necessary
- Report any incidents, property damage or injuries immediately to Manager/Supervisor
- Attend department meetings and training sessions as necessary
- Contribute to team/company engagement efforts
- Perform other duties as assigned by Manager and/or Supervisor
JOB KNOWLEDGE & SKILLS:
- Must be able to lift 50 pounds or more
- Must be able to stand for 8 or more hours
- Excellent written and verbal communication skills
- Compute basic arithmetic and mathematical calculations
- Organized and detail oriented
- Excellent time management skills
- Excellent interpersonal skills
- Sound leadership and managerial skills
- Ability to work effectively in stressful, high-pressure situations while maintaining composure and guest satisfaction
- Technical knowledgeable and competency in necessary systems and software:
-[Outlook, Word, Excel, accounting software, Roommaster, Seriousware, Visual One, Delphi, Meeting Matrix, etc]
