Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guests name when possible.
Anticipate guests service needs, including asking questions of guests to better understand their needs and listening to guest preferences and acting on them whenever possible.
Speak to guests and co-workers using clear, appropriate and professional language.
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in ones voice, using the callers name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Thank guests with genuine appreciation and provide a caring farewell.
Process all guest check-ins by confirming reservations, assigning room, and activating room key
Process all payment types such as room charges, cash, checks, debit, or credit.
Process all check-outs including resolving any late disputed charges.
Answer, record, and process all guest calls, messages, requests, questions, or concerns.
Follow up with guests to ensure their requests or problems have been met to their satisfaction.
Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
Communicate parking procedures to guest and dispatch bell staff or valet staff as needed.
Supply guests with directions and information regarding property and local areas of interest.
Run daily reports, identify any special requests and check reports for accuracy.
Assign rooms according to guest request and preferences whenever possible
Complete designated cashier and closing reports in the computer system.
Complete shifts checklist.
Balance and drop receipts according to accounting specifications.
ADDITIONAL DUTIES AND RESPONSIBILITIES
Practice safety standards at all times. Know all hotel specific emergency procedures.
Comply with federal laws and break periods.
Comply with Record Retention, Standard Operating Procedures and daily responsibilities.
Assist team with training, supplies and support in order to consistently provide a quality guest room and public areas.
Adhere to all work rules, procedures and policies established by the company, including, but not limited to, those contained in the employee handbook.
Stand, sit, or walk for an extended period of time or for an entire work shift.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance
Reach overhead and below the knees, including bending, twisting, pulling, and stopping
The hotel operates 7 days a week, 24 hours a day. Department schedules must accommodate fluctuating business demands and associates may be asked to work shifts other than those they prefer or normally work.
Associates are required to comply with Colwen Management Inc uniform and appearance standards.
Associates are expected to carry out all reasonable requests by Managers which the associate is capable of performing.
Colwen Hotel Management - 16 months ago