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Wilkes-Barre, Pennsylvania, United States
Onsite
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Job Duties
Anticipates guests' needs, responds promptly and acknowledges all guests, however busy and whatever time of day. Maintains positive guest relations at all times. Resolves guest complaints, ensuring guest satisfaction. Maintains complete knowledge at all times of: a) all hotel features/services, hours of operation. b) all room rates, special packages and promotions. c) daily house count and expected arrivals/departures. d) scheduled daily group activities. Obtains assigned bank and ensures accuracy of contracted monies. Keeps bank secure at all times. Answers department telephone, using correct greeting and telephone etiquette. Processes all guest check-ins. Verifies registration card information with the guest. Obtains back-up information for guest credit/payment method and inputs into system; collects cash when designated. Directs Bell Person to escort guest and transport their luggage to the room. Handles overbooked or "walked" guests. Accepts and records wake-up call requests. Monitors, sends and distributes guest faxes. Communicates pertinent guest information to designated departments (i.e., special requests, amenity delivery). Resolves discrepancies on the room status report with Housekeeping. Matches the bucket check to in-house guest ledger report; reports discrepancies to supervisor/manager. Processes all check-outs. Processes adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges. Processes Players Club applications and issues Players Cards to interested guests. Performs other related duties as assigned. Promotes superior guest service.
Minimum Qualifications
High school graduate or equivalent vocational training certificate. Good communication skills both verbal and written. Ability to compute basic arithmetic. Provide excellent guest service and maintain a professional demeanor. Ability to input and access information in the property management system/computers/point of sales system. Some college or training in hospitality industry. Previous experience as Front Desk Clerk. Must be able to work various shifts, weekends, holidays and flexible hours. Must be able to withstand prolonged standing.
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