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Job Overview
Employment Type
Hourly
Compensation
Hourly
Range $20.00 - $22.00
Work Schedule
Rotating Shifts
Benefits
401(k)
Disability insurance
Employee assistance program
Health Insurance
Life insurance
Paid Time Off
room discounts
Employee Food and Beverage Discounts
Job Description
Driftwood Hospitality Management is a leading hospitality management company known for its fully integrated approach to delivering exceptional hospitality services across all levels of operation. The company fosters a collaborative and empowering culture where associates are encouraged to take initiative and proactively contribute to the success of their individual properties. This culture is supported by well-defined strategies and objectives, ensuring that every employee is aligned with the company's mission of outstanding client service. Driftwood Hospitality Management prides itself on attracting and retaining some of the best talent in the hospitality industry, which contributes to the superior quality and consistency of... Show More
Job Requirements
- Graduation from high school or equivalent combination of education, training or experience
- Two years combined prior front desk and supervisor experience
- Ability to deal effectively with internal and external customers, including those requiring high levels of patience, tact and diplomacy
- Ability to perform mathematical calculations without error
- Ability to communicate effectively in English, both verbally and in writing
- Ability to use computer systems to input and access information accurately
- Hearing and visual ability to detect signs of emergency situations
- Physical ability to stand and move throughout front office area, including standing 95 percent of shift
- Ability to lift up to 25 pounds
- Ability to perform occasional twisting, bending, stooping, reaching, walking and talking
Job Qualifications
- High school diploma preferred
- Two years combined prior front desk and supervisor experience
- Ability to effectively deal with internal and external customers with patience, tact and diplomacy
- Considerable skill in the use of a calculator
- Ability to read, listen, and communicate effectively in English, both verbally and in writing
- Ability to access and accurately input information using a computer system
- Hearing and visual ability to observe and detect signs of emergency situations
- Graduation from high school or equivalent combination of education, training or experience
Job Duties
- Communicate effectively both verbally and in writing to provide clear direction to staff
- Assign and instruct front desk clerks in details of work
- Observe performance and encourage improvement
- Greet guests immediately with a friendly and sincere welcome
- Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions
- Promptly complete registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates
- Make appropriate selection of rooms based on guest needs
- Code electronic keys
- Nonverbally confirm the room number and rate
- Provide welcome folders containing room keys, certificates, and coupons as appropriate
- Close out guest accounts at time of check out
- Negotiate compromise, which may include authorizing revenue allowance in the event of dissatisfaction
- Verify and imprint credit cards for authorization using electronic acceptance methods
- Handle cash
- make changes and balance as assigned house bank
- Accept and record vouchers, travelers checks, and other forms of payment
- Perform accurate, moderately complex arithmetic functions using a calculator
- Post charges to guest rooms and house accounts using the computer
- Promptly answer the telephone using a positive and clear English language
- Input messages into the computer
- Retrieve messages and communicate the content to the guest
- Retrieve mail, small packages and facsimiles for customers as requested
- Remain calm and alert especially during emergency situations and/or heavy hotel activity
- Serve as a role model for clerks and other employees
- Resolve customer complications and complaints by conducting thorough research of the situation and the most effective solutions
- Make decisions and take action based on previous experience and good judgment
- Authorize revenue allowances to remedy problems only after other alternative solutions have been offered
- Manage third party internet billing and arrivals
- Prepare group arrivals
- Prepare pre-arrival packets as requested/required
- Anticipate flow of arrivals and take necessary steps to ensure smooth check in/out
- Train new agents in daily duties including cash handling procedures, use of CRM Toolbox, organization of hotel
- Ensure compliance with all brand standards
- Coordinate and track successful completion of training on PMS system
- Monitor and track time and attendance of associates
- Reinforce attendance policy with staff
- recommend progressive discipline procedures for associates not in compliance
- Take actions to ensure high associate satisfaction scores as measured by the associate opinion survey
- Work with other supervisory and management staff to address all areas to ensure consistent quality work environment
- Be familiar and able to perform duties on all shifts, including night audit and PBX
- Act as manager on duty (MOD) in absence of front office manager
- Turn in all lost and found items and all guest room keys
- Adhere to all company policies and procedures
- Follow safety and security procedures and rules
- Know department fire prevention and emergency procedures
- Utilize protective equipment
- Report unsafe conditions to management
- Report accidents, injuries, near-misses, property damage or loss to management
- Provide for a safe work environment by following all safety and security procedures and rules
- Maintain a neat, clean and well groomed appearance
- Assist other front desk personnel when needed
- Perform any related duties as requested by management
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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