Front Desk 3rd Shift

Job Overview

PURPOSE AND PERFORMANCE GOALS

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, Resort information, directions, local attractions, and guest concerns.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Essential duties and responsibilities include the following (other duties may be assigned):

• Greets and completes established check-in procedures for arriving guests on a daily basis, using computerized methods to ensure guest satisfaction in the rooms requested.
• Perform guest departure (check-out) on a daily basis by following computer procedures in order to close guest accounts and ensure accuracy on the folio. Correct any problems that may have been added to the folio to insure a satisfied guest at check-out.
• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods in order to present the customer with timely and precise Resort charges upon check-out and maintain accurate Resort records.
• Schedule flexibility to include weekends and holidays. Work shifts are typically from 10 pm to 8 am Saturday evening thru Wednesday morning. This is subject to change, if necessary.
• Activate the appropriate emergency procedures in the event of a fire, accident, weather, medical emergency or other situation.
• Answers inquiries and accepts reservations, both in person and by telephone, by communicating Resort rates and information by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Maintains good customer relations by answering questions and taking care of customer concerns in a timely and knowledgeable manner, in person and on the phone.
• Operates the telephone equipment by accepting incoming calls, assisting in-house calls to get to the correct department in a timely manner, scheduling and setting wake-up calls and setting trace requests to provide guests with timely and efficient service.
• Controls cash transactions at the front desk and maintains complete responsibility for transactions during the shift.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Performs the shift check list to ensure accuracy of all aspects of the shift.
• Process all guest mail, messages and faxes by receiving, sorting notifying and distributing to mailboxes and to guests in order to ensure the information is received in a timely manner.
• Maintains the Front Desk Manager’s report to enhance the department communication, and communicates any problems to the next shift coming in and the supervisor.