job description

Primary Responsibilities:

Duties are as follows but not limited to:

• Uphold and adhere to the Hotel Emma Purpose of Being, Service Promises and Values & Behaviors.
• Maintain knowledge of daily house count, arrivals/departures, VIPs, scheduled in-house group activities, locations and times.
• Maintain complete knowledge of guest room types, locations and room numbers/names.
• Be familiar with all Hotel services, features and local attraction, activities to respond to guest inquiries accurately.
• Proactively welcome all guests with a smile and genuine care for their Hotel Emma experience.
• Work closely with the Bellman and/or Valet to announce the name over the radio to welcome the guest by name at check-in.
• Complete all registration procedures, including establishing payment method, confirmation of reservation details, and communication of hotel amenities/services.
• Ensure that all arriving guests are offered assistance by a Bellman and if the guest declines assistance, front desk associate does a welcome tour and are walked to their appropriate guest elevator.
• Adhere to all payment, cash handling and credit policies/procedures.
• Interact with other team members in a professional manner, and assist other departments as needed.
• Maintain a house bank, and reconcile all payments at the end of each shift.
• Resolve guest complaints, ensuring guest satisfaction and briefing the Manager on Duty.
• Communicate all pertinent information to the Front Office Manager and Assistant Front Office Manager.
• Report to work for scheduled shift, on time and in uniform, in accordance with company policy.
• Know and comply with all company policies and procedures pertaining to this position and its duties.
• Solicit guest feedback as necessary, and follow up on any issues or concerns in a timely manner.
• Takes pride in personal appearance and follows hotel grooming guidelines.
• Be knowledgeable of all emergency procedures and hotel policies.

Job Requirements:

• Position requires effective communication with guests and co-workers.
• Ability to present and conduct oneself professionally and emulates the Hotel Emma Culture.
• Twelve months related experience.
• Flexible schedule required, to include AM/PM, weekends and holidays.