Front Office

 Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).  Maintain awareness of undesirable persons on property premises.  Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.  Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

 Process all payment types such as room charges, cash, checks, debit, or credit.  Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.  Count bank at end of shift and secure bank.  Balance and drop receipts according to Accounting specifications.  Obtain manual authorizations and follow all Accounting procedures when computer system is down.  Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.

 Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.  Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.  Follow up with guests to ensure their requests or problems have been met to their satisfaction.  Manage access to technological devices within public spaces (e.g., television, remote control, computer, Internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering, Security/Loss Prevention) as necessary.  Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.

 Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.  Organize and coordinate check-in/pre-registration procedures for arriving groups.  Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.  Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.  Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.  Sell a room/accommodation to guests without reservations based on availability.  Verify and adjust billing for guests.

 Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.  Address guests' service needs in a professional, positive, and timely manner.  Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.  Assist other employees to ensure proper coverage and prompt guest service.  Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate.  Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).  Thank guests with genuine appreciation and provide a fond farewell.  Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.  Stay up-to-date on the local area so that you are prepared to provide specific recommendations for guests.  Communicate recommendations in a way that builds excitement and interest among guests and associates.  Perform other reasonable duties as requested.

 Provide assistance to coworkers, ensuring they understand their tasks.  Speak to guests and co-workers using clear, appropriate and professional language.  Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).  Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

 Support all co-workers and treat them with dignity and respect.  Develop and maintain positive and productive working relationships with other employees and departments.  Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

 Ensure uniform, nametags, and personal appearance are clean, hygienic and professional.  Follow company and department policies and procedures.  Perform other reasonable job duties as requested by Supervisors.  Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.  Protect the privacy and security of guests and coworkers.

 Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.  Respond to guest requests for special arrangements or services (e.g., transportation, religious services, babysitting, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.

 Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.  Run credit card authorization report and check for discrepancies.  Review shift logs/daily memo books and document pertinent information in logbooks.  Print contingency lists to have a record of all guests in case of emergency.