Job Details

Job Summary

Responsible for welcoming, registering, and checking out all guests in the hotel while serving as a liaison between guests and departments to solve problems.

Job Duties and Responsibilities

• Make all guests feel welcomed
• Perform all check-in functions, including early check-in, late check-in, and no reservation according to hotel policies and procedures
• Perform all check-out functions, including check, charge, cash, and direct bill payments according to hotel policies and procedures
• Accept, sort, and distribute all messages, small packages, and mail for guests
• Produce, generate, and distribute all required reports including room reports, bucket checks, and VIP reports
• Produce initial keys for guests upon registration and secondary key upon request in accordance with security procedures
• Arrange escorts for all disabled guests to their rooms by security, guest relations, or a bell person according to fire code
• Post charges to guest accounts including meals, business center, and gift shop as required
• Perform cashier functions, including but not limited to changing foreign currency and cashing checks
• Ensure proper credit obtained on guest credit cards at registration
• Comply with guest's special requests including extra towels, cots, newspapers when appropriate. Direct to suitable department and follow up to ensure compliance with request
• Inspect all equipment. Report any problems to appropriate personnel. Follow up to ensure correction of problem
• Interact in courteous, professional manner with guests, co?workers and supervisors
• Re?stock all work areas each shift
• Maintain a clean and safe work environment
• Apply common sense understanding to carry out simple one or two step instructions
• Interact with people beyond giving and receiving instructions, particularly interaction with the Front Office Managers, other hotel personnel, and guests in completing assignments, resolving staff and guest complaints
• Apply principles and rational thinking to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Interpret and comply with a variety of instructions furnished in written, oral, diagrammatic or schedule form
• Maintain safety and cleanliness of work area
• Apply principles and rational thinking to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Interpret and comply with a variety of instructions furnished in written, oral, diagrammatic or schedule form
• Maintain safety and cleanliness of work area

Required Qualifications

• 2 years of Front Desk experience and/or strong customer service experience within an upscale working environment
• Excellent communication skills
• Must be able to multi?task efficiently under pressure, while still following hotel standards.
• Ability to read and write English
• Ability to answer phones quickly, clearly, and professionally
• Ability to communicate verbally and in writing
• Ability to convey a smile over the phone
• Ability to maintain good relations with staff and guests
• Ability to maintain confidentiality of guests
• Ability to operate computerized front office system; OPERA & Micros experience a plus
• Accurate typing.
• Ability to comprehend and follow instructions, to make decisions without supervision and to prioritize tasks in order to meet appropriate deadlines
• Ability to memorize, recollect, and quickly retrieve dates, names, times, and other data
• Ability to converse calmly with irate guests, superiors, and subordinates in sometimes intense emotional situations.
• Ability to work under pressure and complete assignments on time when confronted with frequent stressful, emergency, critical or unusual situations.
• Ability to work and complete assignments on time when confronted with situations in which working speed and sustained attention are critical aspects of successful completion of the job.
• Ability to stand, reach, push, pull, twist, turn, and grasp.

Preferred Qualifications

• OPERA experience a plus
• Knowledge of MICROS preferred
• Knowledge of Forbes Standards
• Speaking a second language is preferred but not required

Work Conditions

• Most tasks are performed with moderate supervision.
• Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
• Work tasks are performed standing, reaching, twisting, turning, and grasping.
• Standing occurs 90 - 95% of the time. Employee may stand up to eight hours throughout the day when performing tasks at a desk.
• Many work tasks involve the ability to lift approximately three pounds 90% of the time.
• Walking occurs continuously in moving from computer screen to printer to safe deposit boxes to other places within the work area.
• Reaching occurs frequently in retrieving items from various parts of the desk, files, and work area.
• Twisting and turning occur frequently throughout the work shift in the process of retrieving or recording information and communicating with guests.
• Grasping occurs continually throughout the work shift.
• Talking and hearing occur continuously in communicating with guests; co?workers and supervisors.
• Vision occurs continually with the most common visual functions being those of near and far vision.
• The majority of work tasks are performed on carpeted floors.
• Most work tasks are performed with the use of office equipment including, but not limited to telephone, computer, and printer.

Wage Rate

$30 - $33

Important Notice

1. This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time?to?time.
2. Full COVID Vaccination and Booster is required condition of employment.

Hotel Nikko is an Equal Opportunity Employer without regard to people formerly experiencing homelessness, race, color, creed, gender, gender expression, gender identity, religion, marital status, registered domestic partner status, sex, sexual orientation, age, veteran status, national origin, political affiliation, disability, or any other consideration made unlawful by federal, state, or local laws. Hotel Nikko hiring policies require a background check for all applicants working directly with at?risk populations.