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Guest Services/Front Desk

June 05, 2014 - June 30, 2014
Location:Plymouth, IN
Exempt/Non-Exempt:Non-Exempt
Employment Type:Year-Round - Part Time
Department:Hotel
Description:

Guest Services responsible for maintaining and promoting hospitality at all times; welcoming and serving guests in a courteous, efficient and friendly manner, both face-to-face and on the phone.  As part of this job, this individual is required to: demonstrate good computer skills; accurately handle cash and charges; stand for long periods of time; present a friendly, outgoing, energetic and guest service oriented demeanor.

Duties:
  • Be pleasant, smile and greet all guests, using surnames when obtained.
  • Respond to all guest requests appropriately in a timely manner.
  • Properly answers/responds to in-coming calls and website requests to promote
    hotel and resort services and packages, take reservations and answer questions.
  • Receives and resolves guest complaints follow up to ensure guest satisfaction
    as required by management.
  • Assist guests with booking, changing and canceling reservations as needed.
  • Offer additional value-added features to all guests within booking process and
    during their stay as appropriate.
  • Communicate room needs to facilities and maintenance team.
  • Check-in and check-out hotel guests in a confident, professional, and friendly
    manner.
  • Anticipate guests' needs, respond promptly and acknowledge all guests.
  • Communicate service and amenities of the hotel to guests.
  • Review arrivals noting special requests and blocking rooms as necessary for VIP
    and group arrivals.
  • Adhere to all cashiering procedures: open, secure and balance out shift banks
    to include the verification of all cash and credit card transactions during a
    given shift.
  • Communicate pertinent guest information to designated departments/personnel
    (i.e., special requests, amenity deliver).
  • Keep the front desk, lobby and pantry areas clean and well organized.
  • Replenish pantry inventory daily.
  • Coordinate with other departments - golf, restaurant, banquet, conference,
    sales - other service arrangements and accommodations so that guests and staff
    are prepared for visits.
  • Distribute gift bags, coupons, etc. as requested by Experience Managers.
  • Complete final manual postings for all miscellaneous income departments.
  • Balance all miscellaneous income departments against vouchers, tape totals, and property management system totals.
  • Complete a Room Rate Exceptions report to determine any and all inappropriate
    rates.





Qualifications:

Candidates should have a high school diploma and shifts will vary between 7am-3pm and 3pm-10pm and will include weekends and holidays.



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