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Front Desk -

Job Summary
Guest's reservation status and identifies how long the guest will stay. Helps guests
complete registration cards and then assigns rooms accommodating special requests
whenever possible. Verifies the guest's method of payment and follows established
credit-checking procedures. Places guest and room information in the appropriate front
desk racks, and communicates this information to the appropriate hotel personnel. Works
closely with the housekeeping department in keeping room status reports up to date and
coordinates requests for maintenance and repair work. Maintains guest room key storage,
and maintains and supervises access to safe deposit boxes. Must be sales-minded.
Presents options and alternatives to guests and offers assistance in making choices.
Knows the location and types of available rooms as well as the activities and services of
the property.

Duties and Responsibilities:
1. Registers guests and assigns rooms. Accommodates special
requests whenever possible.
2. Assist in pre-registration and blocking of rooms for reservations.
3. Thoroughly understands and adheres to proper credit, check-
cashing, and cash-handling policies and procedures.
4. Understands room status and room status tracking.
5. Knows room locations, types of rooms available, and room rates.
6. Uses suggestive selling techniques to sell rooms and to promote
other services of the hotel.
7. Coordinates room status updates with the housekeeping
department by notifying housekeeping of all checkouts, late
checkouts, early check-ins, special requests, and Day-Use rooms.
8. Possesses a working knowledge of reservations. Takes same
day reservations and future reservations when necessary. Knows
cancellation procedures.
9. Make room keys and use key card jackets.
10. Knows how to use front office equipment.
11. Process guest checkouts.
12. Posts and files all charges to guest, master, and accounts.
13. Take pillows, blankets, sheets, rollaway, baby cribs etc from the
laundry room and hand to the guest.
14. Follows procedures for issuing and closing safe-deposit boxes.
15. Replenish any food items being served during your shift.
16. Make routine check of the lobby to ensure it is neat and
presentable to the guest. Includes making sure chairs are under
the tables, brochure rack is always stocked, and cutlery/plates are
replenished on the breakfast bar for the breakfast.
17. Uses proper telephone etiquette.
18. Uses proper mail, package, and message handling procedures.
19. Reads the weekly schedule and bulletin board daily. Is aware of
daily activities and meetings taking place in the hotel.
20. Attends department meetings.
21. Coordinates guestroom maintenance work with the engineering
and maintenance division.
22. Reports any unusual occurrences or request to the manager or
assistant manager.
23. Knows all safety and emergency procedures. Is aware of accident
prevention policies.
24. Maintains the cleanliness and neatness of the front desk area.
25. Understands that business demands sometimes make it necessary
to move employees from their accustomed shift to other shifts.

High school graduate or equivalent. Must be able to speak, read, write, and understand
the primary language(s) used in the workplace. Must be able to speak and understand the
primary language(s) used by guests who visit the workplace.

Previous hotel-related experience desired.

Requires finger dexterity, grasping, writing, standing, sitting, walking, repetitive motions,
hearing, visual acuity, and may on occasion have to lift and carry up to 40 pounds.

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