Front Office Representative

Choice Hotels International•Bloomington, MN

3d•$18•Onsite

About The Position

Choice Hotels International, Inc (NYSE: CHH) is one of the largest lodging franchisors in the world. A challenger in the upscale segment and a leader in midscale and extended stay, Choice® has more than 7,400 hotels, representing over 625,000 rooms, in 45 countries and territories. A diverse portfolio of 22 brands that run the gamut from full-service upper upscale properties to midscale, extended stay and economy enables Choice® to meet travelers' needs in more places and for more occasions while driving more value for franchise owners and shareholders. The award-winning Choice Privileges® loyalty program and co-brand credit card options provide members with a fast and easy way to earn reward nights and personalized perks. For more information, visit www.choicehotels.com. The ability to model Choice’s Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity are key to our success in inspiring Loyalty, Growth, and the Hospitality Spirit. Our managed hotels portfolio includes Radisson Blu, Radisson, Radisson Red, Park Plaza, and Country Inn & Suites by Radisson. Position Summary The role of Front Office Representative requires an individual the ability to provide superior guest service in a fast-paced, hotel environment, ensuring 100% guest satisfaction. Unique. Stylish. Entirely Radisson Blu. Upper Upscale by industry definition. First class in any other language. High on design and style, all wrapped up in a Yes I Can! Attitude. The Radisson Blu Mall of America features 500 design forward guest rooms, unique spaces and over 26,000 square feet of meeting space, and is the first hotel connected to the Mall of America. The position of the Front Office Representative requires an ability to provide superior guest service in a fast-paced, upscale environment.

Requirements

Ideal candidate will have a minimum of one-year of hotel front desk experience, other hotel experience or experience in a customer service environment
Strong verbal, written and interpersonal skills
Works well independently or as part of a team
Strong attention to detail
Commitment to exceptional guest service
Ability to maintain a positive and professional attitude when handling all situations
Adhere to the policies and procedures of the hotel
Ability to work a flexible schedule including holidays and weekends
Working knowledge of computer and math skills.
Ability to stand, stoop or bend for entire shift
Ability to lift up to 20 pounds

Nice To Haves

Experience in Opera system preferred

Responsibilities

Receives and processes incoming guests
Ensure a delightful, seamless arrival and departure for our guests.
Greets guest and processes hotel registration and other transactions
Keeps current on hotel accommodations, services and local attractions
Handles all guest compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfaction
Records resolutions to guest complaints on the “Make it Right” log
Works with other departments as appropriate to arrange for services requested by the guest
Stays current with developments in the hotel by reviewing and updating the communication log
Prepares end of shift summaries and communications for management and other shifts
Encourages day to day up selling of guest accommodations and promotes hotel amenities, food & beverage outlets, hotel services and loyalty program
Makes reservations in accordance with hotel’s yield management practices
Processes customer credit at check-in in accordance with hotel policy and data privacy policy standards
May be responsible for answering and fielding all calls to the hotel, both internal and external
Identifies and records special billing instructions and notifies Accounting
Obtains appropriate approvals and signatures for guest transactions
Follows hotel policy on cash banks
Maintains confidentiality of guest information
Creates 100% guest satisfaction by providing the Radisson experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations
Gives personal attention, takes personal responsibility, and uses teamwork when providing guest service
Listens, apologizes with empathy, finds a solution, and follows through when resolving guest problems
Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis
Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction
Performs other duties required to provide the service brand behavior and genuine hospitality
Performs other duties as required by Management to provide 100% Guest Satisfaction and genuine hospitality to our Guest