Ensures guest satisfaction and revenue optimization through check in, check out and

attentive coordination of hotel services for the guest. Works to optimize the guest

experience while at the hotel and elsewhere by acting pleasant, professional and efficient.

Primary Responsibilities:

• Books guest reservations and/or coordinates with reservation center
• Registers guests into the hotel in a prompt and courteous manner using up-selling

techniques to maximize room rates; prepares for group check-ins, check-outs, and

VIP arrivals. Greets, registers, and assigns rooms to guests

• Handles confidential information, including guest records, with a high degree of

integrity

• Answers and routes calls as appropriate; takes guest messages with accuracy
• Assists with sales and marketing efforts as directed by the General Manager
• Offers and properly handles requests for wake-up calls
• Records pertinent guest information in the pass on log
• Replenishes continental breakfast as needed and keeps area clean
• Ensures common area/lobby is clean
• Performs laundry functions as directed
• Checks guests in and out of the hotel; processes customer payments according to

established policies and procedures.

• Answers phone in a prompt, efficient, and friendly manner.
• Promotes hotel services, facilities and outlets and becomes informed and

knowledgeable of upcoming events/ functions in the hotel and in the surrounding

area.

• Answers guests’ questions about the property and amenities and is able to refer

and direct guests to area attractions and outlets. Arranges for the appropriate

transportation of guests to and from the hotel when necessary.

• Uses creative reasoning to overcome guest objections and concerns and to ensure

100% satisfaction.

• Resolves minor guest complaints to the satisfaction of the customer; informs

supervisor of major problems, complaints, disturbances or unhappy guests.

• Respond quickly to guest requests or complaints in a friendly manner and

appropriate action is taken. Follow up to ensure guest satisfaction.

• Completes daily paperwork to include cashing out, documenting all adjustments,

miscellaneous postings, paid outs, charges and check-outs.

• Handles departmental accounting of monies, receipts, guest accounts and other

forms of credit; posts all charges; completes cashier’s report, prepares deposit and

counts cashier bank.

• Balances cash bag at open and closing of each shift.
• Transmits and receives messages using equipment such as computer, telephone,

email, fax and switchboard.

• Provides a professional image at all times through appearance and dress.
• Follow company policies and procedures.

Note: Other duties as assigned by supervisor or management

Education/Experience: Less than high school diploma; or 1-3 months related experience

and/or training; or equivalent combination of education and experience.

Certification and/or License Requirement: None.

Skills and Qualities:

• Interpersonal skills
• Computer skills
• Typing
• Patience and Understanding
• Customer Service Orientation
• Sales Orientation
• Judgment and decision making skills
• Knowledge of surrounding area
• Rational and patient problem solving

Working Conditions:

• Will be required to work nights, weekends and holidays.
• Will be required to work in a fast paced environment.