Job Summary

- Must possess a welcoming manner and positive attitude, demonstrate effective communication skills, professionally interact with guests answering 
guest questions concerning lodging facilities, amenities and provides information about local attractions

- Assists guests with all requests, in person or via telephone, including, but not limited to, making, confirming and/or cancelling room reservations, 
collecting payments and presenting lodging receipts, check-in/check-out process, authorized patron verification, guest room assignments, credit card 
processing etc.

- Greets and welcomes guests upon sight, always maintaining outstanding guest relations.

- Communicates with all lodging associates and chain of command concerning operations, guest issues or situations that require immediate attention.

- Applies knowledge of standard operating procedures, processes and rules governing patron eligibility. Receives requests and processes reservations 
within established guidelines. When rooms are not available, provides a certificate of non-availability (CNA) and/or alternative lodging options in the 
area.

- Assists Front Office Manager, Supervisor or Assistant General Manager (AGM) in handling group reservations, utilizes commitment agreement for all 
group per brand standards. 

- Reconciles shift transactions of all accounts and outlets of the property, ensuring complete balancing while maintaining guest service at all times.

- Interacts with guests and receives and resolves guests' complaints, including but not limited to: adjusting room fees, adjusting check-in/check-out 
times consistent with program policy, and refers unusual issues to immediate supervisor for assistance and/or resolution. Utilizes judgment and 
understanding of policies and procedures to better assist guests.

- Registers and assigns rooms to guests, issuing room keys or cards; transmits and receives messages, and keeps records of occupied rooms and 
guest accounts, makes and confirms reservations, presenting statements and collecting payments, as necessary.

- Operates a multi-line telephone system, records and delivers messages, as required, and answering inquiries pertaining to services, base facilities, 
area attractions and travel directions.

- Responsible for inventory of all keys and other supplies and/or amenities maintained at the front desk. Keeps the front desk and lobby area clean and 
safe.

- Responsible for assigned master key. Properly logs in and out using key log for record. Must report lost key to supervisor immediately, for security 
reasons.

- Assists the Front Office Manager, Supervisor or AGM to train and instruct personnel assigned to the Front Desk. 

- Utilizes the Property Management System (PMS) to access guest information, retrieve reservation i