Job Summary

Respond to a wide variety of guest requests e.g., transportation, reservations, dry cleaning) by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Grand Beach Hotel policies.

Job Specifications

Qualifications:

• Minimum one year Front Desk experience at a comparable quality property preferred
• General knowledge of hotel departments preferred
• Excellent communication skills – oral and written
• Excellent guest service skills
• Ability to stand for an eight hour shift
• Ability to work a flexible schedule to include weekends and holidays
• Standing/walking
• Forward bend, overhead reaching, kneeling to lift packages and suitcases
• Lifting 25 lbs. through full range
• Lifting 50 lbs. floor to waist

Job Duties

• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices.
• Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner.
• Works harmoniously and professionally with co-workers and supervisors.
• Assure that desk collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current. Knows what activities are available in the city (theatre, sports, concerts, shows, special exhibits, sightseeing) and establishes close contacts with vendors in these areas in order to provide information, ticketing, and reservations for guests.

General

• Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets.
• Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation.

• Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees.
• Comply with quality assurance expectations and standards.
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds.

Perform other reasonable job duties as requested by Supervisors.