JOB PURPOSE: Check-in and check-out guests and respond to inquiries and problems in an efficient, courteous, and professional manner to achieve maximum customer satisfaction while complying with all SOPs.

ESSENTIAL FUNCTIONS:

• Typical overnight shift is 11pm - 730am. Must be flexible with schedule needs based on occupancy, holidays and weekends.
• Handle guest registration and room assignments, accommodating special requests whenever possible. Ability to stand for extended periods of time
• Pre-register, block reservations, and take same day reservations and, when necessary, future reservations following hotel rate structures, discounts, and sell strategies.
• Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner
• Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc.
• Alter room reservations according to procedures
• Relocate customers in a professional and courteous manner according to procedures
• Inventory guest room keys according to policy and request re-keying as necessary
• Assist with responsibilities and duties in the absence or heavy volume in the areas of Bell Person, PBX Operator, and Preservationist
• Verify registration cards against the computer to ensure accuracy of name, type of payment, rate, market segment
• Greet customers immediately with a friendly & sincere welcome while making eye contact & smiling.
• Obtains guest names via luggage tags or by asking the guest.
• Addresses the guest by name frequently.
• Requires physical stamina to stand & walk continuously for the duration of shift.
• Arrange transportation for guests to the airport or other destinations when requested.
• Remain calm & attentive, especially during heavy hotel activity & emergencies.
• Point out room features & directory for reference.
• Listen & respond to guest inquiries using a positive, clear speaking voice.
• Work closely with other overnight staff in security, housekeeping, and engineering departments
• Answer questions & offer assistance giving accurate information regarding outlet hours, other hotel services, directions to local attractions or function rooms, car rentals, airline shuttle service, etc.
• During peak and slow times, assist guest(s) with luggage by taking and tagging luggage or retrieving luggage from the storage closet.
• Other duties as assigned.

REQUIRED QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES):

• Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
• Ability to read, listen, and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using moderately complex computer systems
• Good understanding of general accounting principles
• Good problem problem solving skills
• Must be at least 18 years of age.

REQUIRED EDUCATION OR COMBINATION OF EDUCATION AND EXPERIENCE:

• High School Diploma or GED.
• 1 - 2 years of prior guest service or hospitality experience preferred
• CPR Certification and/or First Aid Training preferred.

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT:

• Standing/Walking, 70%; Sedentary, 30%.
• Frequent lifting, carrying, pushing and pulling up to 50 lbs.
• Exposure to cigarette smoke and noise.
• All ergonomic aids are made available to reduce repetitive motion syndrome.
• Exposure to VDT's/CT's from the computer screen.
• Office/Hotel setting with typical work shifts 11 pm-7:30 am; Shift work; Required to work weekends, holidays, and overtime.