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About the Role

Supervises front office staff ensuring an efficient operation producing excellent results for our customers. 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, hotel information and guest concerns.

Responsibilities

Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
Help track and develop Choice Advantage training procedures for associates.
In charge of driving Choice Privileges enrollments for the property.
Handles Medallia inquires (comments and complaints) and Enrollments.
Daily inspect and improve procedures in place in the area of 3rd party reservations.
Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
Completes established check-in procedures for arriving guests and facilitates guest departure in order to close the guest account and make the room available for the next guest.
Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures.
Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
Maintains good customer relations by keeping abreast of all in-house and area functions.
Operates the hotel equipment, including, assisting outgoing calls, scheduling and setting wake-up calls and paging guests.
Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
Periodically walk the hotel public areas while on shift to identify items that need attention and report them to housekeeping or maintenance.
Periodically walk the bar and restaurant during down times and make conversations with guests during breakfast, lunch or dinner time.
Maintains a friendly, cheerful, and courteous demeanor at all times.
All other duties as assigned, requested, or deemed necessary by leadership.

Requirements

High School diploma or equivalent
1 or more full years employment experience in a related position with this company or other organization.
Requires supervision/management skills.
Be able to deal with guest escalation issues while working independently.
Requires understanding of all hotel front office procedures.
Requires knowledge of company/hotel policies and procedures and the ability to determine course of action based on these guidelines.
Must have high school graduate level mathematical aptitude, know standard cash handling procedures and knowledge of computerized cash register systems.
Must have experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
Ability to communicate information and hotel services to management and guests.
Must be able to read written communiques and monochrome computer screens.
Must be able to operate computer, calculator, and telephone keyboards, for cash handling and paperwork processing.
Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.
90% of shift is standing, Bending/kneeling - repeated bending and kneeling required while filing.
Mobility - must be able to reach all areas of the hotel to assist clients.
Occasional standing.
Occasional carrying and lifting of files and office items up to 25 lbs.
Prolonged standing at indoor, thermostatically climate-controlled workstation under fluorescent lighting.
Work inside 95% of the time.

Skills

Supervision/management skills
Guest escalation issue resolution
Hotel front office procedures
Company/hotel policies and procedures
Mathematical aptitude
Standard cash handling procedures
Computerized cash register systems
Customer service skills
Communication
Computer operation
Calculator operation
Telephone operation
Tact and understanding
Organization
Attention to detail

Experience Level

1 or more full years employment experience

Education Level

High School diploma or equivalent

About the Company

At G Lodging, our core values which provide a guide for our decisions are: Do the Right Thing: demonstrate empathy, honor and integrity in all that we do. Think We, not Me: Together as a team we reach new heights in our work and community. Be Your Best Self: We are engaged, move with purpose, and serve with enthusiasm. Think Like a Guest, Act Like an Owner: Anticipate the needs of our guests and value our properties.
Drawn from our core values, each competency is built upon a set of basic behaviors that are shared by all associate, regardless of role which include: Integrity and Respect, Communication, Innovation, Teamwork and Relationships, Hospitality, Job Excellence.