Front Desk - Full Time 7/3

Job Description – Front Desk Representative

Position: Front Desk Representative

Reports To: Guest Services Manager

Requirements: High School diploma or higher level education.

1 year Hotel Front Experience.

General Responsibilities

• Proper completion of all front office duties.
• Perform, as directed, the activities of the front desk, reservations, guest services, and telephone areas.
• Ensure the proper appearance of the lobby and all public areas, including the complimentary breakfast area.

Primary Functions:

• Revenue:
• Financial: Aggressively pursue the hotel’s revenue goals and effectively utilize yield management and revenue maximization tools. Constantly suggest new ways to increase room revenue and occupancy.
• Rates: Aggressively and effectively manage and continuously update rates as per Athena training and standards.
• Guest Acquisition: Work closely with the sales team and capitalize on all revenue opportunities.

• Profit:
• Effectively support the Front Office Manager (FOM/GSM) control and manage all front office and breakfast area operational expenses including labor, overtime, supplies etc., and seek and suggest cost saving strategies.

• Quality:
• Guest Service: Ensure that the hotel meets/exceeds Athena and Brand standards for guest satisfaction.

• Leadership:
• Leading: Motivate and support Front office team Associates, and be accountable for set goals.
• Work Ethic: Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to Athena Hospitality Standard Operating Procedures.

Specific Responsibilities:

• Complete end of the shift activity
• Be proficient on the use of the property management system.
• Have a good understanding of all of hotel operating procedures.
• Comply with all existing and new front office and breakfast area policies and procedures.
• Comply with and honor the front office staff work schedules.
• Monitor the front office communications log.
• Read and initial the front office log on shift start and make appropriate entries at end of shift.
• Observe the Athena appearance and dress code/uniform policy.
• Attend weekly departmental meetings.
• Be proficient on the use of all front office equipment such as credit card machine, copier and fax.
• Inform the FOM (GSM) of any unique situations, or unusual developments in front office operations.
• Handle guest complaints effectively.
• Be willing and able to work any shift, including audit and fill in when other employees are not able to work their scheduled shift.
• Process, as assigned, reservations by mail, telephone, fax and central reservation systems referrals.
• Process, as assigned. Reservations received from sales office and other hotel departments.
• Have complete knowledge of room types and offered rate plans.
• Fully understand the hotel’s franchise policy on guaranteed reservations and no-shows.
• Process, as assigned, cancellations and modifications to reservations.
• Promote goodwill by being courteous, friendly, and helpful to guests, managers and all other associates.

Optimum Attributes:

• Effective Communication skills
• Pleasing personality
• Good team player
• Good listener
• Well groomed and professional appearance.
• Open with praise, discrete with criticism.

Job Type: Full-time

Pay: From $14.75 per hour

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Holidays
• Night shift
• Weekend availability

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel experience: 1 year (Required)

Work Location:

• One location

Work Remotely:

• No