Job Description
Job Description
Job Scope:
Answer all incoming phone calls to the hotel, and transfer as needed also check in and check out guests in the Opera system.
Job Functions:
Guest Related Tasks
- Answer all in-house guest phone calls and answer all guest inquires.
- Answer all incoming hotel phone calls and transfer as needed.
- Thorough knowledge of facilities and services available to guest.
- Processes guest check-ins and checkouts.
- Uses proper telephone etiquette.
- Assist concierge in providing guest with information regarding hotel facilities and local attractions.
- Records the necessary registration and credit card information, verifying rate and departure information.
- Understands room status.
- Update room status per Housekeeping.
Communications Related Tasks
- Knowledge of room locations, types of rooms available, and room rates.
- Coordinates room status updates with the housekeeping department by notifying housekeeping of late checkouts, early check-ins and special requests.
- Use hotel two way radio systems, using proper etiquette.
- Be able to handle guest disputes, and requests concerning room types and other room related issues.
- Knowledge of cancellation policy.
- Knowledge of Pet Policy
- Knowledge of No-show policy.
System Related Tasks
- Input all guest information into the Opera system at time of check-in accurately.
- Update Opera system for any changes to the guest account.
- Make sure proper credit is obtained at time of check-in and extended stays.