Front Desk Associate
Holiday Inn Airport
MONTGOMERY, AL
Qualifications
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Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error
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Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts
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Ability to stand and move throughout front office and continuously perform essential job functions
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Ability to access and accurately input information using a moderately complex computer system
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Ability to observe and detect signs of emergency situations
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Ability to establish and maintain effective working relationships with associates, customers and patrons
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Effective verbal and written communication skills
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Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc
Responsibilities
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Assist guests with arrival and departure from hotel, while providing positive guests experiences
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Greet customers immediately with a friendly and sincere welcome
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Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions
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Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate
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Make appropriate selection of rooms based on guest needs
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Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate
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Verify and imprint credit cards for authorization using electronic acceptance methods
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Handle cash, make change and balance an assigned house bank
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Accept and record vouchers, traveler's checks, and other forms of payment
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Post charges to guest rooms and house accounts using the computer
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Promptly answer the telephone using positive and clear communication
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Retrieve messages and communicate the content to the guest
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Retrieve mail, small packages and facsimiles for customers as requested
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Close guest accounts at time of check out and ascertain satisfaction
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In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances
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Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results
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Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc
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Remain calm and alert especially during emergency situations and heavy hotel activity
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Plan and implement detailed steps by using experienced judgment and discretion
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Comply with attendance rules and be available to work on a regular basis
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Perform any other job related duties as assigned
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