Front Office Representative

Choice Hotels International, Inc.; Phoenix (AZ); On-site; USD 30,000 - 45,000; Full time

Benefits offered by this job

Employee discounts at thousands of hotels

Full benefits package after 30 days

401(k) retirement plan

Paid vacation time after 90 days

Job summary

Choice Hotels International, Inc. is seeking a Front Office Representative to provide superior guest service at Radisson Hotel Phoenix Airport. This role involves processing guests, ensuring satisfaction, and handling complaints effectively.

Ideal candidates will have strong customer service experience, effective communication skills, and a positive attitude. Benefits include discounts, a full benefits package, and opportunities for professional development.

Qualifications

• Strong customer service experience required.
• Previous hotel experience preferred.
• Excellent communication skills.
• Flexible schedule, including mornings, afternoons, nights, and weekends.

Responsibilities

• Receives and processes incoming guests.
• Ensures a delightful, seamless arrival and departure for guests.
• Handles all guest complaints in a timely manner.
• Encourages upselling of guest accommodations.

Skills

Customer service experience

Communication skills

Computer skills

Team spirit

Tools

Opera system

Job description

Position Summary

The role of Front Office Representative requires an individual who can provide superior guest service in a fast-pace hotel environment, ensuring 100% guest satisfaction. The representative greets guests, processes hotel registration and other transactions, and maintains a welcoming atmosphere for guests at Radisson Hotel Phoenix Airport.

Benefits

• Employee discounts at thousands of hotels
• Full benefits package after 30 days of service, including health, dental, vision, short- and long-term disability, and more
• 401(k) retirement plan
• Paid vacation time after 90 days
• 8 paid holidays
• Paid bereavement leave
• Paid floating holidays after 1 year

Key Responsibilities

• Receives and processes incoming guests
• Ensures a delightful, seamless arrival and departure for guests
• Greets guests 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 achieve full guest satisfaction
• Records resolutions to guest complaints on the "Make it Right" log
• Works with other departments to arrange requested services
• Updates the communication log with hotel developments
• Prepares end‑of‑shift summaries and communications for management and other shifts
• Encourages upselling of guest accommodations and promotes hotel amenities, food & beverage outlets, services and loyalty program
• Creates reservations in accordance with hotel’s yield management practices
• Processes customer credit at check‑in in accordance with policy and data privacy standards
• Answers and fields all hotel calls, both internal and external
• Records special billing instructions and notifies Accounting
• Obtains approvals and signatures for guest transactions
• Maintains confidentiality of guest information
• Creates 100% guest satisfaction through genuine hospitality and exceeding expectations
• Provides personal attention, takes responsibility, and uses teamwork in guest service
• Listens, apologizes with empathy, finds solutions, and follows through when resolving issues
• Provides ongoing genuine hospitality and teamwork
• Uses judgment to apply the 100% Guest Satisfaction approach when appropriate
• Performs other duties required to maintain brand behavior and hospitality
• Performs additional duties as directed by Management

Requirements & Skills

• Strong customer service experience required
• Previous hotel experience preferred
• Maintains a positive and professional attitude in all situations
• Solid computer skills
• Ability to push or pull up to 30 lbs
• Flexible schedule, including mornings, afternoons, nights, and weekends
• Excellent communication skills
• Strong team spirit
• Opera system experience preferred

Physical Demands

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

Equal Employment Opportunity

Choice Hotels International is an equal opportunity and affirmative action employer. Employment decisions are not based on age, race, religion, national origin, gender, sexual orientation, gender identity, disability, veteran status, or any other protected characteristic. This position requires a drug test, background check, and E-Verify participation. Employment is at-will and may be terminated by either party at any time.