Job Description
JOB OVERVIEW
Oversees and operates the front desk during the third shift. Represents the hotel during the third shift. Completes the daily audit function for the hotel.
HOURS
Usual shift is 11pm-7am. Weekend work is required. Holiday work may be necessary according to scheduling demands.
PHYSICAL DEMANDS
Able to stand for entire shift.
Able to work during an all night shift.
Able to move quickly and freely around front desk area.
Able to move luggage in and out of luggage room.
Able to type on computer and answer telephone.
Ability to walk 1/3 to 2/3 of workday.
Ability to sit 1/3 to 2/3 of workday.
Ability to talk and hear.
Ability to work in an environment with a moderate noise level.
CREDENTIALS AND EXPERIENCE
High school diploma or GED preferred.
Previous hotel front desk or audit experience preferred.
Previous customer service experience preferred.
Previous telephone experience preferred.
KNOWLEDGE, SKILLS AND ABILITIES
Good reading and mathematical skills required.
Excellent customer service skills required.
Must be able to make well informed decisions regarding the hotel and its guests.
Knowledge of operation of computer keyboard required.
Ability to effectively use a 10-key calculator.
Ability to efficiently and accurately handle money and issue change.
Ability to effectively operate the hotel's PM System.
Must be organized and detail oriented.
Must have friendly, positive, outgoing personality.
Must be able to effectively handle stressful situations.
Must be fluent in English, knowledge of other languages beneficial.
Must maintain neat, clean, professional appearance and practice good personal hygiene.
DUTIES AND RESPONSIBILITIES
Nightly Audit & Desk Duties
Performs the daily audit for all departments accurately and efficiently according to the audit procedure.
Performs individual guest and group check in and check out duties swiftly and accurately.
Acts as MOD when on duty.
Maintains the cleanliness of the front desk area.
Prints, prepares, and organizes check-in materials for each shift including registration cards and coupons.
Learns to use and effectively uses the Best Western MemberWeb reservation system.
Has detailed knowledge of hotel accounting procedures and utilizes this knowledge in day to day work.
Processes cash, check and credit card payments.
Posts charges using the proper account numbers and transaction codes.
Posts credit card payments to close guest accounts.
Performs cashier audit at the end of each shift.
Performs a complete bucket check each shift, keeping the registration card file current.
Coordinates direct billing reservations as needed.
Learns to use Property Management system and uses it effectively and accurately.
Customer Service
Listens to guests and anticipates their needs or concerns before a problem occurs.
Operates switchboard in an efficient manner by answering and transferring calls promptly, coordinates telephone duties with face to face guests as needed, and sets wake up calls at the request of guests.
Provides superior telephone courtesy and professionalism.
Cooperates with and assists other front desk associates with guest service when needed.
Acts as the property's ambassador and creates an excellent first impression to guests and clients.
Acts as the guest information source for the hotel and local area.
Takes reservations as necessary.
Safety & Security
Maintains hotel security and safety procedures and understands all emergency procedures.
Oversees security procedures and personnel during shift.
Monitors the lobby area and assists in maintaining cleanliness of the lobby.
Wears name tag and uniform when on duty.
Other duties as assigned.
DISCLAIMER
This job description is not meant to be all-inclusive. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
A Background Check will be submitted prior to employment. Best Western Inntowner
Job Tags
Holiday work, Part time, Local area, Shift work, All shifts,