Job Description

Working at Courtyard, you'll ensure guests have a smooth, productive stay that meets their personal and business needs. No matter whether a guest arrives weary from their travels or excited for a vacation, you know what to do to make them feel at home. They will appreciate the pristine lobby, your warm welcome, and your efficiency in getting them checked in and pointed in the right direction. When they know you genuinely care about the quality of their stay, you are operating at a level of excellence.

As a member of the Front Desk Team your responsibilities will include:

• Resolve guest complaints, ensuring guest satisfaction.
• Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain complete knowledge at all times of: a) all hotel features/services, hours of operation. b) all room rates, special packages and promotions. c) daily house count and expected arrivals/departures. d) scheduled daily group activities.
• Performs check in and check out of guests. Receives payments and allows for proper discounts when applicable.
• Answers hotel switchboard and forwards calls appropriately.
• Serves as information agent for hotel guests and handles problems and requests as they arise.
• Responsible for making reservations and ensuring all booking, rate, and cancellation policies are accurately quoted to guest.
• Audits all accounts to ensure they are in balance. The audit includes city ledger, reservation deposits, credit card accounts a nd room/restaurant charges.
• Posts room, tax revenues, a nd no shows. Prepares final report of all accounts.
• Responsible for counting bank at the beginning and end of shift to ensure the bank is accurately accounted for.
• Responsible for making regular deposits in accordance with the hotel’s deposit procedure.
• Serves as manager on duty during shift.
• Other duties as assigned by Guest Service Mgr or as business and demand dictates.
• Obtain assigned bank and ensure accuracy of contracted monies.
• Keep bank secure at all times.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Process all guest check-ins.
• Verify registration card information with the guest.
• Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
• Direct Bell Person to escort guest and transport their luggage to the room.
• Handle overbooked or walked in guests.
• Accept and record wake-up call requests.
• Monitor, send and distribute guest faxes.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Resolve discrepancies on the room status report with Housekeeping.
• Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
• Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.

Education & Experience:

• High School Graduate or General Education Degree (GED).
• One year previous experience in a similar position in a hotel preferred.
• Basic computer skills required.
• Must be able to work flexible schedule.
• Must be able to work weekends.

EOE

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