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Front Desk Job Description

At Staybridge Suites®, we’re at the heart of a movement. We exist to help guests live the life they believe in, even while on the road. A traditional hotel doesn’t always cut it, and we know that when travelling for days, weeks or even months at a time, we believe our guests deserve more.  It has always been our simple mission to provide something different. Distinct. More space and a greater sense of community that breaks down the walls of monotonous, restrictive travel and experience a break from the travel norm.

We would like to welcome you to be part of our movement and fulfill our mission to help our guests live the life they believe in.  We are always looking for great people who are dynamic, personable, and ready to jump into any situation to give a helping hand.  With a variety of positions, we are confident you will find the perfect fit for you within our hotel. If you are a positive person and have a genuine interest in the well-being of others around, you.

JOB SUMMARY

As Guest Service Representative, you are the first and last impression on our guests. You are responsible for check-in, check-out, front desk operations, market sales and all other guest interactions. You strive to exceed established standards at every opportunity and take pride in the overall look and feel of the front desk, lobby, and surrounding areas.  If you are friendly, personable, and have a talent for connecting with individuals from all walks of life, this may be just the job for you!

RESPONSIBILITIES:

·        Ensure every guest is greeted and welcomed in a unique and personable way upon arrival.

• Book guest hotel reservations.
• Register guests to the hotel, verifying reservation, personal information and securing payment information.
• Answer and route calls as appropriate; take guest messages with accuracy.
• Promote the brand loyalty program and provide recognition and benefits to all present members.
• Anticipate guests’ needs and respond timely, efficiently, appropriately and in a friendly manner.
• Assist in resolving guest complaints regarding service and/or accommodations, whether handling on own, or elevating to managerial level.
• Responsible for cash drawer contents and transactions during shift.
• Maintain accurate records including cash flows, registration cards, reservation cards, and property walks.
• Process all market and retail transactions for the guests.
• Assist in handling mail and other electronic communication and provide guests with information regarding hotel facilities and local attractions.
• Maintain appropriate market inventory levels, restocking when necessary.
• Handle confidential information, including guest records, with a high degree of integrity.

QUALIFICATIONS

• High School Graduate or GED required.
• Knowledge of front desk operations and procedures, guest services and hotel services.
• Proficiently speak, read, write, and comprehend the English language. Ability to speak other languages in a multicultural work environment can be extremely helpful in facilitating good communication among all hotel team members and guests.
• Able to work independently and desire to participate as part of a team.
• Possess proficient computer skills including proficient knowledge of MS Office products, knowledge of brand operating systems preferred.
• Able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
• Possess high school graduate level mathematical aptitude, know standard cash handling procedures and knowledge of computerized cash register systems
• Demonstrate genuine care for customers and employees.
• Comfortable conversing with individuals from a variety of backgrounds and at all organizational levels.
• Able to work in a fast-paced environment.

Other Duties:

• Consistently reports to work at the scheduled time in the proper uniform with nametag.
• Report all hazards immediately to management for repair.
• Represents the hotel in a positive manner at all times.
• Communicates effectively with other departments.
• Comply’ s at all times with Staybridge suites standards
• Maintain a clear understanding of emergency procedures and where emergency information is located
• Performs special projects to maintain maximum service at all times.
• Arrange special services that are requested by guests.
• Offer information, assistance and directions to guests.
• Light maintenance and custodial work are required as needed.
• You are responsible for maintaining the appearance, cleanliness, and organization of the lobby, common area, and behind the front desk.  
• Acknowledges all guests with a smile

Personal / Physical Requirements:

·        You are often times the first representative of our hotel that guests come in to contact on a daily basis, and such an important source of public relations to our hotel.

·        Confidentiality, cheerfulness, friendliness, honestly, politeness, and tactfulness are important traits that are expected at all times.

·        Each guest must know they come first

·        Negative, unprofessional comments about guests or other members of the team should never be expressed in public or to a guest

·        Keep the 4 Rs in mind: you must be responsible, reliable, respectful, and responsive.

·        This position demands good physical and mental health

·        The Front Desk Person will be required to lift, carry, walk, sit, bend, reach, climb, push, pull, and fold.

·        They must work a flexible schedule and be capable of performing tasks that require repetitive motions.

·        The Front Desk person must be able to move continuously during work hours, stand for eight (8) hour periods, and must be able to lift and/or carry 50 pounds from the ground to above head level.

·        Attention to detail, excellent organizational skills, and discretion with confidential information

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