Scope:

Ensures guest satisfaction and revenue optimization through check in, check out and attentive coordination of hotel services for the guest.

Primary Responsibilities:

Ø Registers guests into the hotel in a prompt and courteous manner using up selling techniques to maximize room rates; prepares for group check in and out and VIP arrivals; becomes informed of events/ functions in the hotel during the shift.

Ø Checks guests out of the hotel; processes customer payments according to established policies and procedures.

Ø Responds to guest requests promptly; promotes hotel services, facilities and outlets; provides guests with information such as local attractions and directions to increase satisfaction.

Ø Cross trained to perform Night Audit duties.

Ø Resolves minor guest complaints to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances or unhappy guests.

Ø Books guest reservations or coordinates with reservation center.

Ø Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashier’s report, prepares deposit and counts cashier bank.

Ø Issues, controls and releases guest safe-deposit boxes.

Ø Performs telephone operator duties to answer guest calls, dispatch shuttle, record guest calls in guest call log, dispatch calls to appropriate staff respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.

Ø Provides a professional image at all times through appearance and dress.

Ø Follows company policies and procedures.