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:
¨ Greet and welcome all guests in a professional and
hospitable manner. Direct guests as they arrive to property.
¨ Interact with guests in a respectful, cheerful, and polite
manner and effectively service the guest’s needs.
¨ Register guests and securely assign them a guest room and
room key.
¨ Have a thorough working knowledge of hotel property
management system. Ability to navigate the PMS quickly.
¨ Verify customers' ID and Method of Payment. Establish how
the customer will pay for their bill upon checkout.
¨ Keep records of room availability and guests' accounts using
the specified computer system.
¨ Working knowledge of all rates, packages, groups, and
booking restrictions.
¨ Review the reservation transaction reports daily.
¨ Compute bills and collect final payments from guests.
¨ Assist guests in getting luggage to their rooms. Work
closely will bell services to maximize guest experience.
¨ Balancing of daily charges, cash collections, and postings.
Reconcile receipts and daily reports to ensure accuracy in daily
reporting. Input of data into intricate excel reports and
web-based accounting systems.
¨ Timely and accurate preparation and distribution of daily
reports and shift communication by email.
¨ Security checks of entire resort throughout the night,
including checking locks and maintaining energy efficiency program.
¨ Efficient processing of guaranteed/no show billings. Handle
all direct bill accounts with supervisor/manager.
¨ Complete day and evening audit checklists as required.
¨ Assist Housekeeping as required
¨ Address any calls, bringing to the appropriate managers’
attention if necessary (i.e. employee call-out)
¨ Provide telephone services and operate the multi-line phone
system effectively. Follow all service scripts.
¨ Have full knowledge of all parking options and charges.
Collect guest vehicle information.
¨ Monitor guest accounts and post charges as needed.
¨ Review accounts and charges with guests during the checkout process.
¨ Contact housekeeping or maintenance staff when guests report problems.
¨ Advise housekeeping staff when rooms have been vacated and
are ready for cleaning.
¨ Keep in contact with housekeeping to keep accurate records
of room status.
¨ Professionally handle guest complaints, solve problems,
apologize/emphasize during guest complaints, follow up.
Communicate any elevated complaints to supervisor/manager.
¨ Receive and expedite all in-house and guest messages, faxes,
packages and mail received. Date-stamp, sort, and rack incoming
mail and messages.
¨ Verify and update room rates as directed by the Director of Rooms.
¨ Make and confirm reservations over the phone and those
submitted online and via fax.
¨ Perform concierge duties. Answer inquiries pertaining to
hotel services, registration of guests, shopping, dining,
entertainment, and travel directions.
¨ Record guest comments or complaints, referring customers to
managers as necessary.
¨ Create and disperse Front Desk shift reports daily.
¨ Maintain the lobby and sitting area including ensuring
coffee, other beverages, and snacks are replenished and
maintained. Fix any uncleanliness, waste, newspapers, etc.
¨ Handle all lost and found inquiries efficiently and
professionally, following proper guidelines. Work closely with
housekeeping to ensure all items are reported and returned to the
customer as soon as possible.
¨ Recording and setting wake up calls.
¨ Deposit guests' valuables in hotel safes or safe-deposit
boxes as requested.
¨ Responsible for safekeeping and issuance of managerial and
room keys.
¨ Responsible for safety and handling of department banks and
kept in safety deposit box.
¨ Attend monthly department meetings.
¨ Be informed of all events taking place at the hotel on a
daily basis.
¨ Posting bills, checks, and charges to the accounts of small
groups and wedding clients per sales team.
¨ Answer questions for guests both at the front desk and over
the phone.
¨ Make special deliveries to guest rooms with gift baskets,
champagne, or other special food and beverage items.
¨ Know and practice all safety and emergency procedures,
including handling of emergency phone calls and what to do in an emergency.
¨ Keep log of all maintenance problems and inform house person
of said problems.
¨ Communicate with housekeeping and front office associates of
any room changes, no-shows, early checkouts, etc.
¨ 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.
¨ Flexibility to work days, nights, weekends, holidays, and
critical peak business days
¨ 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.
¨ Attend all scheduled meetings and training sessions.
¨ Understand and practice all HCH safety and security
procedures, including Emergency Evacuation Procedures, Accident
Reporting, Right to Know Law, Written Information Security
Program, Bloodborne Pathogen Procedures, Anti-Harassment Policy,
and Violence in the Workplace Policy.
¨ Comply with all Hotel and HCH time and attendance policies.
¨ Comply with all Hotel and HCH uniform, dress code, and
grooming standards.
