The Fred Hotel Front Desk/Concierge Job Description

 

Position Summary

This position will be responsible for booking and assisting guests with various tasks related to their visit and for providing information about the hotel and the local vicinity in the hotel's continuing effort to deliver outstanding guest service and overall experience while staying at The Fred.

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Essential Job Functions:

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• Assist guests with making hotel, restaurant and spa reservations

• Greet new guest arrivals

• Assist guests with making alterations to reservations

• Be ready and able to review and explain any and all hotel charges that may appear on guest invoices

• Ensure that guests’ luggage is received and delivered to their rooms

• Inquire into guests’ need for information or assistance

• Provide information regarding hotel services and local features

• Provide guests with information about local events and sightseeing areas and make additional travel arrangements for guests

• Make dinner reservations, map out directions and book tours on guests’ instructions

• Serve as a liaison between guests and other departments with a view to ensure guest satisfaction

• Ensure that guests’ laundry & dry-cleaning needs are taken care of

• Make sure that guests’ hotel experience is personalized by ensuring provision of warm and sincere first tier guest services

• Identify guests’ personal preferences by indulging in conversation with them

• Arrange for package delivery and pick up services for guests

• Ensure that guest database is updated on a regular basis

• Maintain a neat and organized work area/desk

• Communicate with front desk employees to ensure provision of exceptional services

• Answer guests’ questions promptly and ensure that any complaints regarding services are handled effectively

• Go above and beyond to make guests feel special and tailor to their needs and interests.

• Help with special events from planning to setting up and tearing down.

• Conduct hotel tours to outside visitors and prospective guests.

 

Supportive Job Functions:

 

• Work with flexibility during high volume periods and cover shifts when necessary within the department.

• Communicate all information related to the property to the Hotel Manager in a timely manner.

• Be available and able to give local direction to guests.

• Be available and able to give out general hotel knowledge to guest.

• Be available to assist in taking guest luggage to rooms as needed.

• Be available and able to assist guests with requests, questions, and problems not engineering related.

• Work with the General Manager to ensure compliance in all safety related matters.

 

Qualifications:

• High school diploma or general education degree (GED or minimum of six months related experience and/or training; or equivalent combination of education and experience)

• Previous hospitality experience preferred

• Must be able to understand, speak, read, and write in the basic English language

• Must be available to work, varied shifts and flexible schedules
   

 

Physical Requirements:

• Light work standing and walking frequently for up to entire work shift.

• Lifting up to 10 pounds consistently, up to 75 or more pounds occasionally.

• Able to reach, lift, carry, push, pull, grasp, manipulate or otherwise move objects.

• Frequent bending, squatting, twisting and turning.

• As a seasonal property, long hours during peak periods sometimes required.