Job Description

Front Desk/Guest Services
Immediate Supervisor: Front Desk Supervisor
Job Summary:
Provide excellent guest service with all interactions including checking guests in and out, conveying information about the resort and surrounding area, expediting requests for services and anticipating their needs through proactive communication. Working with all departments to ensure the comfort and safety of the guest. Assist co-workers and guests as needed.

Essential Job Responsibilities:

• Ensure an environment in which high standards of customer service and quality exist for our guests.
• Check guests in or out with courtesy and accuracy
• Accurately handle cash and credit card transactions including end of shift reconciliation
• Work with security and/or local authorities to trespass persons when the situation is the only recourse.
• Communicate concerns from guests or co-workers to the Manager On Duty or Department Manager
• Take room reservations over the telephone and assist with system generated reservations
• Upsell both reservations and arriving guests to improve their experience and generate additional revenues for the resort
• Be aware of property and area events in order to provide accurate helpful information
• Comply with all safety requirements of the job and company policies.
• Respond to guest and co-worker requests with 10 minutes of the call.
• Communicate effectively and professionally in person and over the radio.
• Put the needs of the customer first while maintaining a positive attitude.
• Acknowledge all guests and co-workers within 15 feet and speak to them within 5 feet.
• Exemplify the Dolphin Hotel Management Standards of Excellence.

Necessary Skills and Attributes:
Excellent verbal, comprehension, listening and problem-solving ability.
Understanding of accounting processes and knowledge of Microsoft Excel
Guest and co-worker relations.
Ability to multi-task and set priorities.

Formal Education:
High School Graduate

Experience:
2 years Hotel Experience

Physical Requirements:
While performing the duties of this job, the employee is regularly to sit, stand, bend, and walk. Use of hands to finger or feel objects, tools or controls, lift boxes, bags and supplies, lift weight up to 25 pounds. Talk, hear and have vision abilities to be able to use a calculation and computer systems.



Employee Signature______________________________________ Date_____________________