Full job description

Purpose of the position: Provide and create a sincere welcoming environment for all guests.

Essential Responsibilities:

• Provide a warm and sincere opening and acknowledge guests according to company standards using the 15/5 rule.
• Adhere to the Art of Hosting service program to promote the brand and exhibit the ability to be a Brilliant Host.
• Participate in daily standups; pay attention to individual guest needs and take specific action to that person, in that moment; ask questions and engage guests to create personal connection.
• Look for and identify cues to deliver brilliant hosting moments; offer pro-active assistance with each guest interaction; acknowledge guests in queue; contribute ideas to the improvement of the overall service experience.
• Process all guest check-ins, check-outs, mobile guest requests, room assignments, and room change/late check-out requests.
• Secure payment; activate/reissue room keys.
• Ensure rates match market codes, document exceptions.
• Verify/adjust billing for guests.
• Communicate to appropriate staff when guests are waiting for an available room.
• Clear departures in computer system.
• Coordinate with Housekeeping to track room status and guest concerns.
• Operate telephone switchboard station; answer with proper greeting with a “smile in your voice”; use guest name when possible.
• Run and check daily reports, contingency lists, and credit card authorization reports.
• Supply guests with directions and information.
• Arrange transportation for guests.
• Count and secure bank at beginning and end of shift.
• Cash guests’ checks, process all payment types, vouchers, paid-outs, charges, and provide change.
• Be knowledgeable to food menus and process Room Service orders.
• Assist in organization and operation of Sundry Shop. Notify Security of any reports of theft

Skills and Abilities:

· Excellent phone etiquette and customer service skills.

· Basic computer, typing skills.

· Mature judgment in handling and resolving conflicts.

· Excellent communication skills.

· Knowledge of principles for working with the public.