HOTEL FRONT DESK

Town Pump Company; Red Lodge (MT); On-site; USD 2,066,000 - 3,031,000; Full time

Job summary

Responsibilities include confidential handling of guest and property information, cash handling, and teamwork with the hotel staff to ensure guest satisfaction and smooth operations. This role emphasizes inside sales and guest relations as core duties.

Qualifications

• Knowledge of hotel and guest service operations preferred.
• Experience working with a computer, data entry, and multi-line phone systems preferred.
• Experience in cash handling and credit cards preferred.
• Ability to communicate in a courteous, professional manner with teammates, management, and guests.
• Ability to work independently, with frequent interruptions.
• Ability to be punctual and work within a flexible work schedule.
• Have a strong work ethic. Must display a high degree of pride and integrity in job performance.

Responsibilities

• Greet guests and handle check-in/check-out, billing, reservations and phone transfers.
• Promote hotel rooms over the phone and in person and explain amenities to close sales.
• Maintain front desk area clean, organized and secure guest keys.
• Follow uniform and grooming guidelines and protect guest, company and property information.
• Complete required front office tasks and training in a timely manner.

Skills

Guest services

Sales skills

Communication

Cash handling

Time management

Teamwork

Tools

POS system

Multi-line phone system

Job description

Summary

Pleasantly greet guests and perform duties to provide guest transactions of check-in, check-out, billing, reservations, phone transfers, and other service and hospitality-related requests to meet Town Pump and brand operational standards. All Front Desk Agents are required to engage in selling hotel rooms over the phone and in person, explaining the amenities, benefits and attempting to close the sale of each inquiry. Model the Hotel Group Mission Statement “Genuine Hospitality from genuine people committed to providing comfort and service.”

• Ensure the best possible experience for each guest, within the framework of Town Pump operating guidelines.
• Complete all required company and brand-specific training and/or certifications in a timely manner.
• Engage in selling hotel rooms over the phone and in person, explaining the amenities, benefits and attempting to close the sale of each inquiry.
• Wear uniform (or brand standard top and pants) and nametag at all times while on shift and follow Town Pump’s grooming and appearance guidelines.
• Pleasantly greet guests and perform duties to provide guest transactions of check-in, check-out, billing, reservations, phone transfers, and other service and hospitality-related requests.
• Complete all tasks and assignments as required by the Daily Front Office checklist.
• Maintain secure guest key control and properly administer room keys only to registered guests with photo identification.
• Maintain secure master key control by signing out, securing, and signing in master keys.
• Maintain proper cash control. Always keep the cash drawer secure under lock and key.
• Collect and post incidental charges to guest rooms (i.e., fax, pet, cleaning charges).
• Utilize the Communications Book to maintain shift communications.
• Report all known issues with services, equipment, and property; ensure work orders are in place.
• Maintain a clean, organized, clutter-free front desk and work area at all times.
• May be required to clean public areas, assist with breakfast service, fold laundry, occasionally clean a guest room, and other duties within the hotel.
• Maintain a high degree of confidentiality of guest, company, and property information in compliance with Town Pump expectations.

Summary

Pleasantly greet guests and perform duties to provide guest transactions of check-in, check-out, billing, reservations, phone transfers, and other service and hospitality-related requests to meet Town Pump and brand operational standards. All Front Desk Agents are required to engage in selling hotel rooms over the phone and in person, explaining the amenities, benefits and attempting to close the sale of each inquiry. Model the Hotel Group Mission Statement “Genuine Hospitality from genuine people committed to providing comfort and service.”

Essential Duties And Responsibilities

• Ensure the best possible experience for each guest, within the framework of Town Pump operating guidelines.
• Complete all required company and brand-specific training and/or certifications in a timely manner.
• Engage in selling hotel rooms over the phone and in person, explaining the amenities, benefits and attempting to close the sale of each inquiry.
• Wear uniform (or brand standard top and pants) and nametag at all times while on shift and follow Town Pump’s grooming and appearance guidelines.
• Pleasantly greet guests and perform duties to provide guest transactions of check-in, check-out, billing, reservations, phone transfers, and other service and hospitality-related requests.
• Complete all tasks and assignments as required by the Daily Front Office checklist.
• Maintain secure guest key control and properly administer room keys only to registered guests with photo identification.
• Maintain secure master key control by signing out, securing, and signing in master keys.
• Maintain proper cash control. Always keep the cash drawer secure under lock and key.
• Collect and post incidental charges to guest rooms (i.e., fax, pet, cleaning charges).
• Utilize the Communications Book to maintain shift communications.
• Report all known issues with services, equipment, and property; ensure work orders are in place.
• Maintain a clean, organized, clutter-free front desk and work area at all times.
• May be required to clean public areas, assist with breakfast service, fold laundry, occasionally clean a guest room, and other duties within the hotel.
• Maintain a high degree of confidentiality of guest, company, and property information in compliance with Town Pump expectations.

One Of The Main Focuses Of The Front Desk Agent Is Inside Sales. Selling Guest Rooms Is The First And Foremost Duty Of This Position. This Includes But Is Not Limited To

• Asking guests probing questions
• Reviewing Reports to look for future business, Prospecting
• Preparing the daily sales review each shift to memorialize your efforts
• Tracking missed opportunities for LNRs, Direct Bills, Loyalty Members, Vendors etc.
• Auditing Guest files to insure proper payment, duplicate reservations etc. (Bucket Check)
• Obtaining and inputting leads in lead sheet for sales to follow up
• Utilize leads sheets and meeting room inquiries as needed.
• Execute sales functions required by management or sales management
• Meeting loyalty enrollment goals

OTHER SKILLS And ABILITIES

• Knowledge of hotel and guest service operations preferred.
• Experience working with a computer, data entry, and multi-line phone systems preferred.
• Experience in cash handling and credit cards preferred.
• Ability to communicate in a courteous, professional manner with teammates, management, and guests.
• Ability to work independently, with frequent interruptions.
• Ability to be punctual and work within a flexible work schedule.
• Have a strong work ethic. Must display a high degree of pride and integrity in job performance.

PHYSICAL DEMANDS

• Ability to work in an open environment with frequent interruptions and guest interaction.
• Ability to walk, stoop, climb, and stand for long periods of time.
• Ability to lift and carry 15-20 pounds regularly and up to 50 pounds occasionally.

ENVIRONMENTAL DEMANDS

• The noise level in the work environment is usually moderate.

This position has an initial 365-day (1 year) probationary period.

Disclaimer: The list of requirements, duties, and responsibilities is not exhaustive but is the most accurate list for the current job. Management reserves the right to revise the job description and to require that other tasks be performed when the circumstances of the job change, (for example, in the event of emergencies, or changes in personnel, workload, or technical development).