Job Description

Title: Reports to:

Guest Services / Host

Hotel Manager

Summary of Position:

Responsible for providing professional, quality guest services as it pertains to checking in/out hotel guests, operation of hotel phone and hotel reservation booking system, and concierge services in a gracious and welcoming manner. Demands accuracy with daily accounting procedures.

Duties & Responsibilities:

•	Check-in and check-out hotel guests in a confident, professional, and friendly manner. 

•	Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day. 

•	Provide gracious and efficient telephone service as it relates to general PBX services. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information. 

•	Review arrivals noting special requests and blocking rooms as necessary for VIP and group arrivals. 
•	Complete all items as listed on shift checklists. 

•	Bucket checks to be performed by each shift to verify data as it pertains to: 1. Guest name, 2. Guest address, 3. Room rate, 4. Date of departure, 5. Number of guests in room, and 6. credit card imprint. (credit card validation and deposit taken)

•	Ensure proper credit card procedures are followed at all times including credit card imprint, guest signature on sign-in sheet, and maintain credit card security. 
•	Adhere to all cashiering procedures: open, secure and balance out shift 
banks to include the verification of all cash, credit card, and check transactions during a given shift.
•	Advise guest of any messages, mail, faxes, etc. received for them. 
•	Communicate hotel services and amenities and red phone procedures to all guests. 

•	Communicate VIP arrivals to designated personnel for escort and delivery of amenities. 
•	Take, record and relay messages accurately, completely and legibly. 

•	Offer detailed information on the voice mail system to callers and guests wishing to leave messages. 
•	Accept and record wake-up call requests. 

Tallman Hotel	1	Front Desk Host Job Description

•	Communicate pertinent guest information to designated departments/personnel (i.e., special requests, Blue Wing food requests, wine, etc.). 

•	Meet with departing Front Desk Host to review business status, log-book and follow-up items. 

•	Provide Concierge service - fluent knowledge of local restaurants, special events, city attractions, and guest amenities. 
•	Knowledgeable of hotel fire and emergency procedures. 
•	Keep the front desk, as well as lobby areas, clean and well organized. 
•	Respond to reservations calls in a professional manner. 
•	Legibly document maintenance needs in RoomMaster maintenance log. 
•	Develop relationships with local service providers: bonded baby-sitters, 
florists, salons, etc.
•	Maintain complete knowledge at all times of: 
a.	all hotel features/services, hours of operation. 
b.	all room types, numbers, layout, décor, appointments and location. 
c.	all room rates, special packages and promotions. 

d.	daily house count and expected arrivals/departures. 
e.	room availability status for any given day. 
f.	scheduled daily group activities. 

•	Conduct Audit process in the Property Management System (AM Shifts)
•	Prepare all next day guest reservations arrivals Check in slips (AM Shifts) 
•	Prepare all management reports for hotel management (AM Shifts)
•	Prepare appropriate housekeeping reports for next business day (AM Shifts) 
•	Perform research on credit card charge-backs as directed by hotel management 
•	Complete Travel Agent commission check runs as directed by hotel management. 
•	Check Dining Room is set and ready for breakfast (PM Shift)
•	Prepare and serve breakfast (in absence of Breakfast Attendant)
•	Clean and store food and beverage items from breakfast (when needed)
•	Keep all public areas clean and tidy, alerting housekeeping to areas needing special attention

Qualifications:
•	At least 6 months experience in a similar capacity. Ability to accurately compute and manipulate mathematical calculations.
•	Be able to work in a standing position for long periods of time (up to 5 hours). 
•	Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision. 
•	Ability to satisfactorily communicate in English (speak, read, write) with guests, co-workers and management to their understanding. 
•	Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
•	Ability to effectively deal with internal and external customers, some of 

     whom will require high levels of patience, tact, and diplomacy to      defuse anger.

•	Ability to work well under pressure of check-in/check-out of guests and handle multiple tasks at once. 
•	Ability to grasp, bend, and stoop; push or pull heavy loads weighing up to 50lbs.; and lift and/or carry or otherwise move packages, boxes, and luggage. 
•	Punctuality and regular and reliable attendance. 
•	Honesty and Integrity 

By signing this document, I acknowledge that I fully understand my job duties and will carry them out as assigned.

Print Name: __________________________________

Signature: ________________________________  Date _______________

Tallman Hotel	3	Front Desk Host Job Description