-Maintain complete knowledge and comply with all hotel and
departmental policies and procedures.
-Obtain assigned bank and ensure accuracy of contracted monies.
Keep bank secure at all times.
-Meet with supervisor to review daily assignments and
-Meet with departing Front Desk Colleague to review business status
and follow up items.
-Access all function of computer system according to established
procedures and standards.
-Set up workstation with necessary supplies; maintain cleanliness
-Answer department telephone within three rings, using correct
greeting and telephone etiquette according to Forbes and AAA
-Promote positive guest relations to all individuals approaching
the Front Desk.
-Accommodate all requests for information in a congenial
-Confirm reservation in system and review all noted
-Explore room type upsell options with guest during check-in
-For guests without a reservation, sell a room type agreed
-Register guest in computer and generate a registration card.
-Verify registration card information with guest.
-Obtain back-up information for guest credit/payment method and
input into system; collect cash when designated.
-Assign guest room.
-Advice guest of any messages, mail, faxes, etc. received for
-Inform guest of room safe and room key procedures.
-Communicate services and amenities included in packages to guests
-Obtain proper identification for tax-exempt guests and attach form
to registration card.
-Obtain guest signature for designated paperwork.
-Obtain Bell Person to escort guest and transport their luggage to
-Maintain guest history files on all guests.
-Communicate V.I.P. arrivals to designated personnel for escort and
delivery of amenities.
-Set up accurate accounts for each guest checking in according to
their requirements (i.e., share, separate room/tax/incidentals,
-Extend every effort to obtain satisfactory alternative
accommodations for guests with reservations when the hotel cannot
accommodate them. Follow established procedures for "walking"
-Accommodate room changes expediently.
-Document all guest requests, complaints or problems immediately
and notify designated department/personnel for resolving the
situation. Follow up within 20 minutes to ensure completion and
-Take, record and relay messages accurately, completely and
legibly. Distribute hotel personnel messages to appropriate
-Accept and record wake-up call requests; deliver to PBX.
-Document and confirm reservations and cancellations.
-Block rooms in the computer and follow through on designated
-Pre-register designated guests and prepare key packets.
-Communicate pertinent guest information to designated
departments/personnel (i.e., special requests, amenity
-Generate, print and distribute daily and weekly reports.
-Resolve discrepancies on the room status report with
-Match the bucket check to in-house guest ledger report; report
discrepancies to manager.
-Process all checkouts according to Standards.
-Resolve any late charges.
-Present folio to guest and resolve any disputed charges.
-Settle guest accounts following Accounting procedures.
-Request guest comments on their stay.
-Process express checkouts throughout the shift.
-Handle requests for late checkouts according to standards.
-Conduct group check-ins/outs according to standards.
-Assist all departments/executives in obtaining appropriate
information regarding groups, inventory and guest information.
-File guest room keys and ensure the safe keeping of keys at the
-Adhere to all cashiering procedures:
-Legibly document pertinent information in the logbook.
-Successful completion of the training/certification process.
-Provide Secondary Functions:
-Legibly document maintenance needs on work orders and submit to
-Ability to compute accurate mathematical calculations.
-Ability to clearly and pleasantly communicate in English with
guests/visitors, management and co-workers to their understanding,
both in person and by telephone.
-Ability to provide legible communication and directions.
-Must be able to work overnight, weekends, and holidays.