Front Desk Service Representative (FDSR)

Required one year hotel or customer service experience.
Must be willing to work Flexible schedule hour’s 11p- -7a, 3p-11p, 7a-3p
Checking in and out the guest
Answering the phones
Making reservations
Handling Guest complaints and requests


JOB TITLE:Front Desk / Night Audit Sales Representative
DEPARTMENT:
REPORTS TO:
SALARY GRADE:
EFFECTIVE DATE:September 19,2006

POSITION SUMMARY:

The purpose of this job is to operate the hotel front desk systems for PBX, reservations, and guest checking in/out in accordance with company standards for quality, cleanliness, guest satisfaction, and safety and security.

ESSENTIAL JOB FUNCTIONS:

Work Objectives
·Process guest registrations including the computation and collection of payment.
·Process all financial transactions including the verification and processing of credit card transactions in accordance with company policies and procedures, and complete shift reports.
·Maintain room status inventory.
·Respond to quest inquires and requests regarding hotel services, reservations, local attractions, directions, etc.
·Receive and send telephone messages and facsimiles.
·Sort incoming mail and messages.
·Conduct night audit as assigned.

Guest Satisfaction
·Respond to guest needs, special requests and complaints regarding their stay.
·Process guest invocations of 100% satisfaction guarantee.
·Smile, acknowledge and greet guests at front desk and other public areas.

Teamwork
·Be available to work a varied schedule of hours worked and days off.
·Assist other employees in various assignments, such as operate the hotel automobile or courtesy van, and assist with complementary breakfast, laundry or housekeeping.

Safety and Security
·Perform work duties in accordance with safety and security policies and procedures.
·Perform work duties in accordance with regulations such as OSHA, HAZCOM, and Blood Borne Pathogens.
·Report and store lost and found items in accordance with hotel procedures.

EDUCATION/EXPERIENCE REQUIRED:

MINIMUM EDUCATION:
·Bachelors Degree

MINIMUM EXPERIENCE:
·N/A

MINIMUM SKILL REQUIREMENTS:
·Must be proficient in Windows, Microsoft Outlook, Word, and Excel. Familiarity with Access is also required.
·Knowledgeable in the use of office machines i.e. copy machines fax machines, etc.
·Must have good communication skills and be able to work with little supervision.
·Must have excellent interpersonal skills and be able to interact with different types of personalities.
· Must have the ability to display sound judgment and discretional skills.
·Must be able to work under pressure and prioritize projects.
·Must be able to work on sensitive and confidential material.
·Also requires good organizational and time management skills.

PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:

·Must be able to stand for extend periods of time; a minimum of 2 hours.
·Must be able to maneuver to all areas of the office.
·Must be able to lift up to 20 pounds and carry up to 10 pounds.
·Must be able to bend, reach, kneel, twist, and grip items while working at assigned desk area.
·Must have the manual dexterity and coordination to operate office equipment, including a 10 key adding machine, PC computers, fax machine and photo copier.
·Must be able to simultaneously manage several objectives, and reassign priorities when necessary.
·Must be able to tolerate changing priorities, and complete assignments despite frequent interruptions.

While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, workload, rush jobs, or technical development).
REQUIREMENTS
Required one year hotel or customer service experience.
Must be willing to work Flexible schedule hour’s 11p- -7a, 3p-11p, 7a-3p
Be able to perform the Checking guests procedures and checking out the guest procedures.
Answering the phones
Making reservations
Handling Guest complaints and requests