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Responsibilities

• Approach each guest interaction with the mindset of exceeding guest expectations.
• Drive the hotel shuttle as necessary or required.
• Embrace the hotel culture, personifying it in daily interactions with guests and co-workers.
• Use a positive and clear speaking voice, listen to and understand requests, and respond with appropriate action.
• Provide accurate information such as restaurant, fitness center and pool hours, and local attractions.
• Complete the registration process by inputting and retrieving information from a computer system.
• Confirm pertinent information including number of guests, all adult guest names, address, phone number, email address and room rate.
• Help create an energized environment as a participating member of the Front Desk team.
• Promote the guest loyalty program, providing recognition and benefits to all present members.
• Describe member benefits to non-members with the goal of enrollment.
• Make appropriate selection of rooms based on guest needs.
• Code electronic keys and non-verbally confirm the room number and rate.
• Provide room keys and hotel information to guests.
• Verify and imprint credit cards for authorization using electronic acceptance methods.
• Handle cash, make change, and balance an assigned house bank.
• Accept and record forms of payment.
• Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear communication.
• Input messages and guest requests into the computer.
• Retrieve messages and communicate the content to the guest as appropriate.
• Issue luggage claims and store/retrieve luggage as requested.
• Issue mail, small packages, and facsimiles for customers as requested.
• Close guest accounts at time of check-out and ascertain satisfaction.
• Negotiate service recovery in the event of guest dissatisfaction.
• Resolve guest complaints by conducting thorough research to develop effective solutions and negotiate results.
• Listen and extend assistance to resolve problems such as insufficient heating or air conditioning, cleanliness, and service issues.
• Remain calm and alert during emergency situations and heavy hotel activity.
• Plan and implement detailed steps using experienced judgment and discretion.
• Assure the cleanliness and conditions of the lobby by straightening up after guests.
• Communicate larger issues to Housekeeping and Engineering for immediate attention.
• Assist with morning breakfast duties including set up, food monitoring, cleaning tables, and breaking down breakfast when necessary.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Requirements

• All candidates must be 21 years of age.
• Must have a valid driver's license.
• Must be willing to work at least two (2) Night Audit shifts per week.
• Must have the ability to communicate in English.
• Must maintain a professional appearance and manner at all times.
• Must be willing to drive the hotel shuttle as necessary or required.
• Must be willing to "pitch-in" and help co-workers with their job duties and be a team player.
• 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 stand and move throughout the front office and continuously perform essential job functions.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to observe and detect signs of emergency situations.
• Ability to establish and effective working relationships with associates, customers and patrons.
• Must be able to stand and exert well-paced ability for up to 4-hours in length at a time.
• Ability to spend extended lengths of time viewing a computer screen.
• Must be able to lift up to 15-lbs. occasionally.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Requires manual dexterity to use and operate all necessary equipment.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.

Skills

• Computer system operation
• Calculator use
• Conflict resolution
• Teamwork

Work Type

• Full-time
• Night Audit shifts

About the Company

• Embrace the Cambria culture personifying it in daily interactions with guests and co-workers alike.
• Embrace the Sheraton culture, striving to exceed guest expectations at every opportunity.