Job Description: Purpose: To create 100% guest satisfaction by providing efficient and effective front desk service.
Constituents (or Customers): Guests and employees
Indicators of Success:
• Customer satisfaction & loyalty goals (Guest Satisfaction scores, guest surveys, annual quality review)
• Achieving RevPar Goals
• Cleanliness of public space areas
Areas of Responsibility:
Creates 100% guest satisfaction by providing One Step Ahead service behaviors to exceed guests’ expectations.
o Communicates and demonstrates One Step Ahead service behaviors to other employees (Create Confidence, Encourage Success, Make It Happen)
o Communicates and demonstrates the LEAD model of service recovery behaviors to other employees (Listen, Empathize, Apologize Sincerely, Deliver a Solution)
Provides guests with assistance at the front desk during the check-in and check-out processes and throughout their stay.
o Greets guest and processes hotel registration
o Keeps current on hotel accommodations, services and area attractions
o Responds to customer inquiries for information
o Arranges for services requested by the guest by working with other departments as appropriate
o Stays current with developments in the hotel by reviewing and updating the communication log
Maximizes revenue and cash flow by promoting hotel services and adhering to credit and inventory control processes.
o Offers guests updated rooms and promotes hotel amenities, food & beverage outlets and services
o Makes reservations in accordance with hotel’s yield management practices
o Processes customer credit at check-in in accordance with hotel policy
o Identifies and records special billing instructions and notifies accounting department
o Obtains appropriate approvals and signatures
o Follows hotel policy on cash banks
Ability to perform considerable amounts of physical activity on a continual basis
How should someone apply?: Email resume
Contact Name: Sarah Moore
Contact Email Address: firstname.lastname@example.org