Job Purpose:Under the general guidance of the Front Desk Manager and Front Office Manager, perform all duties connected with arriving and in-house guests, ensure that all our regular and VIP guests receive high quality, personalized service, an Engaging, Dynamic Guest Experience and maintain our guest recognition program.Duties Functions:Actively welcome, greet, and check guests inInform guests with a savvy knowledge of the hotel, its services, the city, and local ‘happenings’Ensure all requests are dealt with accurately and they receive the appropriate service, attention, and follow upDifferentiate between guest types and handle them in the appropriate manner; guests with confirmed or claimed reservations, walk ins, VIP guests, groups, etc.Follow up on all arrivals using the prescribed procedure, modification of registration cards, special requests, rate changes, room changes and account inquiries, reservation inquiriesDeal with all guest requests, accidents, and/or thefts promptly, no later than within a 20 minute response time, and record all matters in HotSos or hotel-specific recording processUpdate and maintain the reception handover book, and pass on all guest feedback to the Manager on duty so appropriate action may be takenEnsure guest privacy and security, any confidential guest information is not disclosed and processes are aligned with THE COMPANY confidentiality standardsEnsure the correct procedure and policy standards are adhered toEnsure all necessary supplies are available for the front desk, manage par stock, and order suppliesComplete the appropriate reports and audits during the overnight shiftComply with hotel credit policy as it relates to cash payments; credit card payments; account to company; voucher payments; third-party payments, international currency, etc.Encourage up-selling in order to maximize ratesEnsure work areas are cleaned and maintained at all timesAny other reasonable duties as assigned by the supervisor or managerWe recognize we are in the hospitality industry and that may require us to provide lateral service. We will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional serviceADDITIONAL RESPONSIBILITIES Communicate effectively, both verbally and in writing, to provide clear direction to the venue teams.Communicate with employees using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions, and provide accurate information.Remain calm and alert, especially during emergencies and/or heavy restaurant activity, serving as a role model for the team and other employees. Interact with other department personnel and venue staff as needed.Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.To be awar of and ensure constant compliance with all necessary operational policies including:Health and SafetyFood HygieneMaintenanceEmergency ProceduresLiquor LicensingSUPPORTIVE FUNCTIONSIn addition to the performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.Attend mandatory meetings including divisional meetings, staff meetings, etc.Participate in community events and ensure corporate social responsibility goals of the company are met.Utilize traditional software programs such as Microsoft Office (Word, Excel, Outlook, and PowerPoint), Micros, ADP, Open Table, and any departmental-specific systems used.Keep the work area clean and organized.Ensure confidential documents are kept in a secured area.When disposing of confidential documents that contain any personally identifiable information, they must be shredded or pulverized.Complete other duties as assigned by the Department Head.Demonstrate positive leadership characteristics, which inspire Team Members to meet and exceed standards.Ensure compliance with THE COMPANY’s policies and procedures.OTHER DUTIESAssimilate into THE COMPANY’s culture through understanding, supporting, and participating in all THE COMPANY elements. Demonstrate working knowledge of the service standards.Regular attendance in conformance with the standards, which may be established by THE COMPANY from time to time, is essential to the successful performance of this position.Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the property.SAFETY REQUIREMENTSPersonal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The restaurant will provide the required PPE. Team members will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged, or lost PPE, or equipment that does not fit properly, to your Manager.Requires the ability to lift large and heavy packages and boxes and the ability to load and unload small and large boxes as needed. Must have the ability to safely lift a minimum of 50 lbs. without assistance and to push and pull up to 150 lbs. with appropriate equipment.GROOMING/UNIFORMSAll employees must maintain a neat, clean, and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.OTHERAdditional language ability preferred.