Night Audit / Front Office Representative

Choice Hotels International, Inc.; Phoenix (AZ); On-site; USD 32,000 - 52,000; Full time

Job summary

Choice Hotels International, Inc. is seeking a Front Office Representative to deliver 100% guest satisfaction in a fast-paced hotel environment.

You will welcome guests, process registrations, and handle inquiries with genuine hospitality, while promoting hotel amenities and loyalty programs. This role requires strong customer service, excellent communication, and the ability to work a flexible schedule including mornings, evenings, and weekends.

Qualifications

• 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 mornings, afternoons, nights and weekends.
• Excellent communication skills.
• Must possess a strong team spirit.
• Opera experience preferred.

Responsibilities

• Receives and processes incoming guests.
• Greets guest and processes hotel registration and other transactions.
• 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.
• Makes reservations in accordance with hotel’s yield management practices.
• Follows hotel policy on cash banks.
• Gives personal attention, takes personal responsibility, and uses teamwork when providing guest service.

Skills

Customer service

Teamwork

Communication

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 SummaryThe 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.Receives and processes incoming guestsEnsure a delightful, seamless arrival and departure for our guests.Greets guest and processes hotel registration and other transactionsKeeps current on hotel accommodations, services and local attractionsHandles all guest compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfactionRecords resolutions to guest complaints on the “Make it Right” logWorks with other departments as appropriate to arrange for services requested by the guestStays current with developments in the hotel by reviewing and updating the communication logPrepares end of shift summaries and communications for management and other shiftsEncourages day to day up selling of guest accommodations and promotes hotel amenities, food & beverage outlets, hotel services and loyalty programMakes reservations in accordance with hotel’s yield management practicesProcesses customer credit at check-in in accordance with hotel policy and data privacy policy standardsMay be responsible for answering and fielding all calls to the hotel, both internal and externalIdentifies and records special billing instructions and notifies AccountingObtains appropriate approvals and signatures for guest transactionsFollows hotel policy on cash banksMaintains confidentiality of guest informationCreates 100% guest satisfaction by providing the Radisson experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectationsGives personal attention, takes personal responsibility, and uses teamwork when providing guest serviceListens, apologizes with empathy, finds a solution, and follows through when resolving guest problemsProvides Yes I Can! genuine hospitality and teamwork on an ongoing basisAssumes 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 SatisfactionPerforms other duties required to provide the service brand behavior and genuine hospitalityPerforms other duties as required by Management to provide 100% Guest Satisfaction and genuine hospitality to our GuestRequirement/SkillsStrong customer service experience requiredPrevious hotel experience preferredAbility to maintain a positive and professional attitude when handling all situationsSolid computer skillsAbility to push/pull up to 30lbsAbility to work flexible schedule, including morning, afternoons, nights and weekendsExcellent communication skillsMust possess a strong team spiritOpera experience preferredPhysical DemandsAbility to stand, stoop or bend for entire shiftAbility to lift up to 20 poundsOther InformationThe 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 timeshis 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.