Overview

Accommodate hotel, patrons by registering and assigning rooms to guests, issuing room keys, transmitting and receiving messages, keeping records of occupied rooms and guests' accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests. Is the Manager On Duty during the shift and is responsible for the entire hotel and it’s operation.

Duties and Responsibilities

• Greet, register, and assign rooms to guests of hotel.

• Keep records of room availability and guests' accounts.

• Compute bills, collect payments, and make change for guests.

• Issue room keys and escort instructions to bellmen.

• Review accounts and charges with guests during the check out process.

• Posting of incidental charges

• Balance, banquets, and Starbucks

• Balance House Accounts

• Research and resolve out-of-balance situations

• Prepare and Accounts Receivable statement

• Transmit and receive messages, using telephones

• Contact housekeeping, maintenance, or security staff when guests report problems

• Make and confirm reservations.

• Answer inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment, and travel directions.

• Record guest comments or complaints, referring customers to managers as necessary.

• Arrange transportation or restaurant reservations for customers.

• Provide exceptional customer service to all guests

• Work as a team with all hotel departments

• Maintain professionalism at all times

• Make guest requests for outside hotel accommodations by providing clear up-to-date information

• Maintain clean, organized working environment at all times

• Use management approved references at all times when directing guests to outside hotel needs or activities

• Keep the guest comfort and needs your first priority at all times

• Upholds Hilton Brand Standards

Qualifications

• Strong Customer Service Background

• Positive, customer is always right attitude

• Strong, concise communication skills, working knowledge of the English language

• Basic math skills

• Professional in appearance and demeanor

• Ability to work varied hours including weekends and holidays

• Previous reservation systems experience preferred but not required

Additional Requirements

The physical demands described here are representative of those that must be met by and employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Requires using hands to handle, control, or feel objects, tools or controls, Requires repetitive movement, Requires standing, Requires contact with others (face-to-face, by telephone, or otherwise), Requires telephone conversations, Includes conflict situations, Requires dealing with unpleasant, angry, or discourteous people, Requires making decisions that affect other people, the financial resources, and/or the image and reputation of the organization, Opportunity to make decisions without supervision, Requires repeating the same physical activities or mental activities over and over, Freedom to determine tasks, priorities, and goals, Requires being exact or highly accurate, Requires work with external customers or the public, Requires work with others in a group or team, Includes responsibility for work outcomes and results, Requires working indoors in environmentally controlled conditions, Job tasks are performed in close physical proximity to other people

The hours necessary to perform this position at a twenty-four hour (24) hotel vary depending on guest numbers and working schedules. Days will be Monday – Sunday, 16-40 hours per week as assigned.

Education

• Associates or better in Hospitality and Resort Management

Skills

• 10 Key by touch
• Excel
• Customer Service
• Cash Handling
• Basic Math
• On-Q software