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Greet and welcome all guests in a professional and hospitable
manner. Address each and every guest using the S.E.A.C. method,
with a smile, eye contact, acknowledge their presence in a
timely manner with appropriate greeting, and kindly close.
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Register guests and securely assign them a guest room and room
key. Verify guest credit and process payment upon check-out.
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Assist guests with any and all needs, including assisting in
bringing luggage to their rooms, making restaurant reservations,
and ensuring housekeeping and maintenance requests.
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Have a thorough knowledge of hotel services, local shopping,
dining, entertainment, and travel directions.
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Provide telephone services and operate the multi-line phone
system effectively. Follow all service scripts.
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Have a thorough working knowledge of hotel property management
system and rates/packages offered. Regularly check availability
for reservation inquiries. Make and confirm reservations over
the phone and coordinate those submitted online.
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Professionally handle guest requests, solve problems and follow
up on outstanding items. Communicate any elevated concerns to supervisor/manager.
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Maintain the lobby area to ensure cleanliness and organization
to comply with hotel standards.
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Flexibility to step into whatever role is needed to deliver
exceptional customer service. This may include taking on job
responsibilities outside of this job description and may require
assisting other departments in their regular functions.
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Flexibility to work days, nights, weekends, holidays, and
critical peak business days.
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Know and practice all safety and emergency procedures. Lead
emergency situations, such as evacuations. Follow all key
procedures. Secure guest valuables. Manage Lost and Found per policy.
A distinctive element exclusive to Hay Creek Management’s
approach to guest service is its "Host
Philosophy," which encourages each associate to
develop the skills necessary to offer competent hospitality
service outside the realm of their primary job responsibilities.
The ability of our Host Associates to proficiently multi-task
provides guests at Hay Creek properties a secure, comfortable
confidence that their service expectations will be exceeded.
Essential Functions:
¨ Must have knowledge and understanding of all front desk
associate job requirements.
¨ Record messages for next shift and management, especially guest
related issues and early morning call outs.
¨ Communicate with housekeeping and front desk of any no-shows,
room moves, early check-outs, etc.
¨ Balancing of daily postings and revenue in system.
¨ Timely and accurate preparation and distribution of daily
reports be email.
¨ Expeditious and diplomatic resolution of guest issues.
¨ Full knowledge in all emergency procedures (fire, safety,
disaster, etc.)
¨ Security checks of entire building are done routinely through
the night, including locks and energy efficiency program.
¨ Accurate preparation of VIP, complimentary, house use rooms and
out of order lists.
¨ Ensure proper registration of guests and credit procedures are followed.
¨ Efficient processing of guaranteed/no show billings.
¨ Adhere to all systems and controls procedures.
¨ Complete third shift night audit checklist and responsibilities
are complete.
¨ (FT night auditor) to make sure invoices are entered correctly
into M3.
¨ Completion of the M3 Night Audit spreadsheet each shift which
requires printing 1 extra report from the Aloha PMS system and 2
reports from the Roommasters System then data entry into the
spreadsheet (total estimated time for all of this would be 30 minutes).
¨ Entry of the daily report data from the summary page of the
above report into the M3 Acknowledge Accounting system (total
estimated time 15 minutes).
¨ Exporting of the Daily Reports from M3 and emailing to various
department heads at the hotel.
