Front Office Representative

Choice Hotels International, Inc.; Phoenix (AZ); On-site; USD 32,000 - 48,000; Full time

Benefits offered by this job

Health benefits

401(k)

Paid vacation

Paid holidays

Employee discounts

Job summary

Choice Hotels International, Inc. is seeking a Front Office Representative at the Radisson Hotel Phoenix Airport in Phoenix, AZ. You will provide superior guest service in a fast-paced hotel environment, ensuring a welcoming and seamless check-in experience.

The role involves greeting guests, processing registrations, handling requests, and coordinating with departments to maintain 100% guest satisfaction. Candidates should have strong communication skills, solid computer literacy, and a

Qualifications

• Strong customer service experience required.
• Previous hotel experience preferred.
• Ability to maintain a positive and professional attitude in all situations.
• Solid computer skills.
• Ability to push/pull up to 30lbs.
• Ability to work a flexible schedule, including mornings, afternoons, nights and weekends.
• Excellent communication skills.
• Must possess a strong team spirit.
• Opera experience preferred.

Responsibilities

• Receives and processes incoming guests.
• Ensures a delightful arrival and departure for guests.
• Greets guests and processes registrations and transactions.
• Keeps informed on hotel accommodations, services, and local attractions.
• Records guest feedback and escalates issues to resolve problems.

Skills

Customer service

Hotel experience

Communication

Computer skills

Teamwork

Flexibility

Tools

Opera PMS

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, visitwww.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. Comfortable. Convenient. Unmistakably Radisson. Join a team that keeps Phoenix travelers moving with warm service, teamwork, and a welcoming atmosphere. At Radisson Hotel Phoenix Airport, we’re all about creating a smooth, friendly experience for every guest—and that starts with our people. Just minutes from Sky Harbor International Airport, our hotel is a fast‑paced, supportive place to grow your skills, feel valued, and be part of a team that truly cares. If you’re dependable, upbeat, and ready to make a real impact, this is the place for you. Your next great opportunity begins here.

Benefits

When You Make It Your Choice:

• Employee discounts on thousands of hotels
• 1st of the month following 30 days of service: Full benefits package to our full-time employees, including health, dental, vision, short & long term disability, and so much more!
• 401(k) Retirement Plan
• 90 Days: Paid Vacation 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.

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.

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.