Front Office Representative

Choice Hotels International; Nashville (TN); On-site; USD 21,000 - 30,000; Full time

Job summary

Choice Hotels International, Inc. operates Radisson Hotel Nashville and seeks a Front Office Representative to provide superior guest service in a fast-paced hotel environment.

The role focuses on greeting guests, processing registrations, and ensuring 100% guest satisfaction within our Rooms Team. You will learn hotel accommodations, services and local attractions, handle guest feedback, collaborate with other departments, and contribute to a positive guest experience through Yes I Can!

Qualifications

• Strong customer service experience required.
• Excellent communication skills.
• Ability to maintain a positive and professional attitude in all situations.
• Solid computer skills.
• Ability to push/pull up to 30 lbs.
• Flexible schedule including mornings, afternoons, nights and weekends.

Responsibilities

• Receives and processes incoming guests.
• Delight guests with seamless arrivals and departures.
• Greet guests and manage registrations and transactions.
• Stay updated on hotel accommodations, services and local attractions.
• Record and address guest compliments, comments and issues to achieve satisfaction.
• Coordinate with other departments to fulfill guest requests.
• Prepare end-of-shift summaries and management communications.
• Encourage upselling of accommodations and hotel amenities.
• Handle guest transactions and apply hotel policies.

Skills

Customer service

Communication

Teamwork

Professionalism

Tools

Opera

Job description

Choice Hotels International, Inc (NYSE:CHH) is one of the largest lodging franchisors in the world. A challenger in the upscale segment and a leader in midscale and extended stay, Choice®has more than 7,400 hotels, representing over 625,000 rooms, in 45 countries and territories. A diverse portfolio of 22 brands that run the gamut from full-service upper upscale properties to midscale, extended stay and economy enables Choice®to meet travelers’ needs in more places and for more occasions while driving more value for franchise owners and shareholders. The award-winning Choice Privileges®loyalty program and co-brand credit card options provide members with a fast and easy way to earn reward nights and personalized perks. For more information, visit www.choicehotels.com.

The ability to model Choice’s Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity are key to our success in inspiring Loyalty, Growth, and the Hospitality Spirit.

Our managed hotels portfolio includes Radisson Blu, Radisson, Radisson Red, Park Plaza, and Country Inn & Suites by Radisson.

Position Summary

The role of Front Office Representative requires an individual the ability to provide superior guest service in a fast-paced, hotel environment, ensuring 100% guest satisfaction.

Radisson Hotel Nashville is looking for a Front Office Representative to join our Rooms Team!

WHAT WE OFFER:

Our quirky group offers a break from the repetition, with no two days that are ever the same.

Day 1 , we are pleased to offer:

• Hotel Discounts at over 7,000 Choice Hotels

1st of the Month after 30 Days of Employment:

• Full benefits package, including health, dental, vision, short & long term disability, and so much more!

• 401(k) Retirement Plan

90 Days:

• Paid Vacation and Sick Time

• 8 Paid Holidays

• Paid Bereavement

1 Year:

• Paid Floating Holidays

Key Responsibilities

Receives and processes incoming guests

• Ensure a delightful, seamless arrival and departure for our guests.

• Greets guest and processes hotel registration and other transactions

• Keeps current on hotel accommodations, services and local attractions

• Handles all guest compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfaction

• Records resolutions to guest complaints on the “Make it Right” log

• Works with other departments as appropriate to arrange for services requested by the guest

• Stays current with developments in the hotel by reviewing and updating the communication log

• Prepares end of shift summaries and communications for management and other shifts

• Encourages day to day up selling of guest accommodations and promotes hotel amenities, food & beverage outlets, hotel services and loyalty program

• Makes reservations in accordance with hotel’s yield management practices

• Processes customer credit at check-in in accordance with hotel policy and data privacy policy standards

• May be responsible for answering and fielding all calls to the hotel, both internal and external

• Identifies and records special billing instructions and notifies Accounting

• Obtains appropriate approvals and signatures for guest transactions

• Follows hotel policy on cash banks

• Maintains confidentiality of guest information

• Creates 100% guest satisfaction by providing the Radisson experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations

• Gives personal attention, takes personal responsibility, and uses teamwork when providing guest service

• Listens, apologizes with empathy, finds a solution, and follows through when resolving guest problems

• Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis

• Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction

• Performs other duties required to provide the service brand behavior and genuine hospitality

Performs other duties as required by Management to provide 100% Guest Satisfaction and genuine hospitality to our Guest

Requirement/Skills

• Strong customer service experience required

• Previous hotel experience preferred

• Ability to maintain a positive and professional attitude when handling all situations

• Solid computer skills

• Ability to push/pull up to 30lbs

• Ability to work flexible schedule, including morning, afternoons, nights and weekends

• Excellent communication skills

• Must possess a strong team spirit

• Opera experience preferred

Physical Demands

• Ability to stand, stoop or bend for entire shift
• Ability to lift up to 20 pounds

Other Information

The hotel business functions seven days a week, 24 hours a day. All associates must realize this fact and be aware that at all times it may be necessary to move associates from their accustomed shift and alter assigned duties as business dictates. In addition, this is a hospitality business, and a hospitable service atmosphere must be maintained at all times.
This position description is not intended to create, nor is it to be construed, as a contract of employment or a promise of employment. I understand that my employment is an “at-will” relationship and may be terminated by either party at any time, with or without notice.

We are an equal opportunity and affirmative action employer and make employment decisions without regard to age, race, religion, national origin, gender, sexual orientation, gender identity, disability, veteran status, genetic information, or other protected class. Our locations are drug-free and pre-employment drug tests are required. Background checks are also required before employment begins. We participate in E-Verify and those who are ineligible to work in the United States will not be considered.
The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.

Ability to model Choice’s Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity are key to our success in inspiring Loyalty, Growth, and the Hospitality Spirit.

Choice Hotels International is an equal opportunity employer and affirmative action employer. Employment practices and decisions are not influenced by an applicant’s race, color, religion, sex, national origin, age, sexual orientation, gender identity or express, disability veteran status, genetic information or any other characteristic protected by law.

In compliance with the Immigration Reform and Control Act of 1986, this offer of employment is conditional upon your presenting documents verifying your identity and legal authorization to work in the United States. All offers of employment are conditional upon the satisfactory completion of a background check and E-Verify.