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About the Role

Responds to arriving, departing, and in-house guests by providing accurate and timely information and services. Handles telephone and in-person inquiries regarding reservations, hotel information, and guest concerns, ensuring a positive guest experience.

Responsibilities

• Greet and welcome guests upon arrival.
• Register guests into the computer, verifying reservation, address, and credit information.
• Promote preferred guest program and provide recognition and benefits to current members.
• Accept payment for guests’ accounts at registration and checkout.
• Maintain a house bank and make a deposit and accurate report of receipts daily.
• Cash checks and exchange currency for guests.
• Issue key to and control entrance of safety deposit boxes.
• Post miscellaneous charges as requested.
• Promptly respond to and resolve guest complaints.
• Answer telephone promptly and politely.
• Take reservations accurately and efficiently.
• Perform check-ins accurately and efficiently.
• Perform check-outs accurately and efficiently.
• Greet and seat all guests, ensuring a quality dining experience.
• Greet every guest with a smile and positive attitude.
• Deal with all guests in a professional, consistent manner.
• Handle difficult situations and people diplomatically.
• Provide a safe working environment by ensuring compliance with safety programs, Health Department requirements, and job safety analysis.
• Maintain and enforce sanitation laws and safety standards.
• Assist guests with luggage upon arrival and departure.
• Use guests’ names.
• Be knowledgeable and helpful about the local area, the hotel, and hotel services.
• Handle messages, wake-up calls, mail, and faxes properly.
• Assist guests with laundry/dry cleaning needs.
• Be aware of incoming VIPs.
• Follow all applicable Company Standard Operating Procedures.
• Perform other assignments as directed by the General Manager.
• Be an enthusiastic, helpful, and positive team member.
• Be professional, responsible, and mature in conduct and behavior.
• Be understanding of, encouraging to, and friendly with all co-workers.
• Be self-motivated and use time wisely.
• Maintain open lines of communication with each department.
• Communicate pertinent information.
• Respond positively to new ideas.
• Openly accept critical/developmental feedback.
• Maintain effective communication through meetings, log books, and bulletins.
• Be available to help other departments in emergency situations.
• Adhere to all work rules, procedures, and policies established by the company.
• Properly handle and account for keys.
• Be knowledgeable of policies regarding emergency procedures and security concerns.
• Seek and react to opportunities to sell rooms, including re-rents and last rooms available.
• Have complete knowledge of hotel rooms, function space, restaurant, other outlets, and services.
• Regularly restock and sell pantry items.
• Increase revenues by offering customers upgraded rooms and promoting hotel amenities and outlets.
• Have a full understanding of franchise honors program.
• Ensure all customers establish credit upon check-in.
• Improve timeliness of cash flow by adhering to credit and inventory control procedures.
• Verify all information on reservations check-in.
• Obtain proper name and address verification and approval codes for cash and credit card paying customers.
• Identify and record special billing instructions and notify accounting.
• Complete shift closing accurately by getting appropriate approval signatures and authorization codes.
• Adhere to hotel policies regarding the use of cash banks.
• Stay current with hotel developments by reviewing the communication log book each shift.
• Update log book for the next shift.
• Report potential sales contacts to the sales department.
• Protect guests’ room numbers.

Requirements

• High School diploma /Secondary qualification or equivalent.
• Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Must possess basic computational ability.
• Must possess basic computer skills.
• Extensive knowledge of the hotel, its services and facilities.
• General knowledge of the city where hotel is located and its attractions.
• Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
• Must be able to stand and exert well-paced mobility for up to 4 hours in length.
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
• Must be able to lift up to 20 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.
• Ability to spend extended lengths of time viewing a computer screen.
• Requires manual dexterity to use and operate all necessary equipment.
• Must have finger dexterity to be able to operate office equipment.
• Being passionate about people and service.
• Strong communication skills are essential when interacting with guests and employees.
• Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/information updates, etc.
• Basic math skills are used frequently when handling cash or credit.
• Problem-solving, reasoning, motivating, and training abilities are often used.
• Have the ability to work a flexible schedule including nights, weekends and/or holidays.

Skills

• Opera Cloud experience is preferred.

Location

• Buffalo NY

Work Type

• Full-time

Education Level

• High School diploma /Secondary qualification or equivalent.

Salary/Compensations

• $20-$22 per hour

Benefits

• Team Driven and Values Based Culture
• Same-day pay available
• Employee Assistance Program
• Career Growth Opportunities/ Manager Training Program
• Reduced Room Rates throughout the portfolio
• Third Party Perks (Movie Tickets, Attractions, Other)
• Employee discount
• Flexible schedule
• Parental leave
• Referral program

About the Company

• Hotel Equities, a multi-award-winning hotel development and hospitality management company.