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Front Desk Receptionist

Company: Holiday Inn Express
Location: Bowling Green
Posted on: November 22, 2021

Job Description:

Three Springs HospitalityJob Description - Guest Service RepresentativeSelect Service PropertyPosition: Guest Service RepresentativeReports To: Front Office Supervisor, and AGMRequirements:

  • High School diploma or higher level education.
  • Hotel front office experience preferred, however, ability gained through 2+ years related employment (sales, cashier) or on-the-job training may substitute for actual front office experience.
  • Requires ability to stand for 8 hour shift.
  • First Shift: 7am-3pm and/or Second Shift: 3pm - 11pm
  • Requires ability to lift 30-50 pounds.
  • Requires ability to work flexible schedule to include weekends and holidays.
  • Requires ability to work independently or as a team.
  • Must have ability to handle/resolve guest complaints and/or knowledge/understanding of when and how to direct the guest to receive assistance.
  • Must have ability to professionally represent the hotel, deal positively with the public in person and over the telephone.General Responsibilities
    • The Guest Service Representative is responsible for representing the property's service commitment to guests.
    • He or she is to assist our guests efficiently, courteously and professionally in all front office related functions to maintain brand and TSH standards of service and hospitality.
    • To perform all tasks according to TSH Standard Operating Procedures.
    • He or she handles guest's check-in and checkout, reservations when required, incoming telephone calls and maintains status of rooms.
    • The Guest Service Representative fulfills the duties of the traditional desk clerk position with greater emphasis on service to the guest and up selling of hotel services. The ideal individual for filling this position is a vibrant, "upbeat", and outgoing person who can relate to guests appropriately and handle their needs efficiently.Specific Responsibilities:
      • Smile
      • Provide the highest quality of service to our guests at all times.
      • Greet and register guests and provide room assignments, accommodating special requests whenever possible. Assist in the pre-registration and blocking of reservations.
      • Have working knowledge of reservations procedures, take reservations, and know cancellation procedures and Walk Policy.
      • Handle guest check-ins and checkouts efficiently, in a friendly and professional manner.
      • Maintain guest and employee safety and confidentiality at all times.
      • Handle complaints courteously, when necessary relay through Supervisor for appropriate action and enter in the follow up log.
      • Handle lost and found per TSH Standard Operating Procedures.
      • Communicate with incoming shift by logging pertinent information in the front office log.
      • Ensure that all cash deposits in balance at the end of each shift.
      • Complete appropriate shift checklist daily.
      • Keep housekeeping informed of any special requests, late checkouts and special need areas in the hotel.
      • Answer inquires pertaining to hotel services, shopping, dining, entertainment and travel directions.
      • Assist guest in obtaining information. Directions, Tourist Attractions, etc.
      • Post room charges, food and beverage charges, phone charges, compute guest bills using PMS, collect payment and make change for hotel guests following all handling procedures as required.
      • Attend to special service request including securing of guest valuables in safety deposit boxes. Assure that complimentary amenities are delivered to VIP's at the time required.
      • Promote repeat business by offering to take future reservations upon checkout and providing recommendations for alternate TSH Products.
      • Maintain a log of items borrowed from the front desk and deliver items when necessary.
      • Keep the front office area neat, clean and free of safety hazards.
      • Have knowledge of the hotel, hotel staff, hotel services with hours of operations, room locations, types of rooms and room selling strategies, hotel rates and discounts and how to handle each; and hotel credit and check cashing policies and procedures.
      • Responsible for proper telephone etiquette.
      • Develop a thorough knowledge of the hotels PMS. Has understanding of in-house computers and monitors computer accuracy to ensure maximum occupancy.
      • Be aware of new potential sales contacts through guest interaction and report the information to the Sales Department.
      • Wear proper uniform and name tag at all times in accordance with the standards of appearance
      • Contribute to and support the hospitality programs and training seminars to ensure their success. Continue to practice skills taught.
      • Attend monthly front office meetings.
      • Perform required tasks, including, but not limited to, those contained in the Standard Operating Procedures set by TSH.
      • Adhere to all work rules, procedures and policies established by the company, including, but not limited to, those contained in the TSH Employee Handbook.
      • Perform all other duties as assigned by management.Optimum Attributes:
        • Effective Communication skills
        • Pleasing personality
        • Good team player
        • Good listener
        • Well-groomed and professional appearanceJob Type: Full-timePay: $10.00 - $11.00 per hourBenefits:
          • Employee discount
          • Flexible schedule
          • Paid time off
          • Referral programSchedule:
            • 8 hour shift
            • Day shift
            • Holidays
            • Monday to Friday
            • Night shift
            • Weekend availabilityEducation:
              • High school or equivalent (Preferred)Experience:
                • Hotel Experience: 1 year (Preferred)
                • Customer Service: 1 year (Preferred)Work Location: One location

Keywords: Holiday Inn Express, Bowling Green , Front Desk Receptionist, Administration, Clerical , Bowling Green, Kentucky

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