- Take every opportunity to amaze the guests.
- Smile, have eye contact, and greet guests immediately.
- Maintain a well-groomed, professional appearance at all times.
- Actively solicit feedback from guests.
- Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information.
- Accept payment for guests' accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests.
- Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested.
- Promptly respond to and resolve guest complaints.
- Answer the telephone promptly and properly being polite, courteous, and friendly.
- Be friendly, thorough, accurate, and efficient in taking reservations and performing Check-ins & Check-outs.
- If applicable: Operate or assist with shuttle or transportation. Service in a timely and courteous manner.
- If applicable: Assist guests with luggage upon their arrival to and departure from the hotel.
- Use guest names.
- Be knowledgeable and helpful about the local area, the hotel, and hotel services.
- Handle messages, wake-up calls, mail, and faxes properly.
- Assist guests with laundry/dry cleaning needs.
- Know of incoming VIPs.
- Follow all applicable Moonrise Standard Operating Procedures.
- Demonstrate proper selling techniques during the reservation and walk-in process.
- Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available.
- Have complete knowledge of hotel rooms, function space, restaurants (if applicable), other outlets, and services.
- Increase revenues by offering customers upgraded rooms and promoting hotel amenities and outlets.
- Ensure all customers establish credit upon check-in. Improves timeliness of cash flow by adhering to all established credit and inventory control procedures.
- Verifies all information on reservations check-in: name, address, method of payment, etc.
- Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers.
- Identifies and records special billing instructions and notifies accounting.
- Completes shift closing accurately by getting appropriate approval signatures and authorization codes.
- Adheres to hotel policies regarding the use of cash banks.
- Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift.
- Report potential sales contacts to the sales department.
- Properly handle and account for keys.
- Be knowledgeable of policies regarding emergency procedures and security concerns.
- Ensure the protection of guests' room numbers.
- Book reservations for those guests who approach the Front Desk.
- Be an enthusiastic, helpful, and positive member of the team.
- Be professional, responsible, and mature in conduct and behavior.
- Be understanding, encouraging too, and friendly with all co-workers.
- Be self-motivated and use time wisely.
- Maintain an open line of communication with each department.
- Communicate pertinent information.
- Respond positively to new ideas.
- Openly accept critical/developmental feedback.
- Report to work on time.
- Give adequate notice if going to miss work.
- Be available to work a flexible schedule to include weekends and holidays, working Weekends (Friday, Saturday, and Sunday) and Holidays are required.
- Maintain effective communication through the use of meetings, logbooks, and bulletins.
- Be available to help other departments in emergency situations.
- Perform other assignments as directed by the Front Desk Manager.
- Adhere to all work rules, procedures, and policies established by the company including, but not limited to those contained in the associate handbook.
- Perform other job duties as needed.
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Description
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