Full job description

All Positions

• Passion for delivering exceptional levels of guest services
• Positive attitude
• Good communication skills
• Excellent grooming standards
• Ability to work on your own or in teams
• Maintain confidentiality
• Welcome and acknowledge all guests; Thank guests when appropriate
• Anticipate and address guests’ service needs

Front Desk/Night Auditor

• Reports to the General Manager or Front Office Manager
• Answer incoming calls within three rings, assist with reservations, confirmations, room need requests and questions
• Explain hotel products, services and the requested information
• Sell, process, enter and confirm room reservations using selling techniques and strategies
• Maintain knowledge of current hotel events, activities, hours of operation, etc.
• Greet guests warmly and perform registration procedures
• Provide guests with appropriate room assignments, room keys, directions to the rooms, upsell when appropriate
• Verify payment including incidental costs
• Assist guests with issues and complaints with empathy and focus on satisfaction
• Use supervisory support when necessary
• Accurate accounting of cash bank assigned
• Post charges to guest accounts accurately
• Facilitate guest departures providing accurate statements and ensuring guest satisfaction and collecting payments due.
• Perform other reasonable job duties as requested by supervisor