Rooms Front of House Employee

About the role

The Rooms Front of House Employee handles guest registration and check-out, PBX operations, luggage delivery, amenity coordination and delivery, and mail and message service, while delivering outstanding service to guests. The role acts as an advocate for the hotel and builds personal relationships that encourage guests to return.

Key responsibilities

• Deliver a confident, professional and friendly check-in and check-out process, and respond to guest queries and issues professionally and empathetically.
• Review arrivals and departures, note special requests and challenges, and ensure billing is correct.
• Answer all phone calls promptly and accurately, and complete the AM, PM and overnight checklists by the end of each shift.
• Pre-assign rooms, including VIPs, repeat guests, packages and special requests; coordinate amenity and luggage delivery to the room.
• Follow key control policy, follow credit policies, and submit lost and found articles with a completed report.
• Open, secure and balance the daily shift bank, verify the credit limit report, monitor room availability and review the hotel's selling status with the yield management system.
• Produce department reports, attend the monthly department meeting, and communicate by telephone or radio with Sales, In-Room Dining, Housekeeping and Loss Prevention.
• Assist sales with hotel tours and trips, give tours to business, informative and social groups, and share accurate local information on the city's geography, restaurants, clubs and tourism.

Required profile

• Hospitality degree preferred; high school diploma or GED required.
• At least 1 year of front of house experience in a luxury hotel or resort.
• Knowledge of the immediate area, its services, attractions and events.
• Able to work under pressure during busy periods of arrivals and departures.
• Ability to lift, push, pull and carry at least 25 lbs and stand or walk up to 8 hours.
• Flexible schedule, including evenings, weekends and holidays.

Required skills

• Opera is a must; HotSOS, Alice and Kipsu are preferred.
• Familiarity with hotel systems and operations, and accurate data entry.

Salary range: $8.00 to $11.00 USD per hour, plus gratuities. Management reserves the right to change duties as business needs change.