Paramount Hotel Group
Position Title: Front Desk Associate/Guest Services Representative
Guest Services Supervisor, Guest Services Manager, Assistant General Manager/Rooms Division Manager, General Manager
Responsible for welcoming guests and assigning guest rooms. Checks identification and credit cards of all registered guests. Posts and compiles guest charges; responsible for proper processing of charges. Checks guests out on departure. Makes necessary changes and answers any questions as required.
Responsible for counting the cash drawer upon start and end of shift.
Checks Front Desk log book for any special requests, problems, etc.
Updates Credit Exemption Report daily and notifies guests if additional monies or credit approvals are required or if any problems arise.
Checks reservations against in-house guests for duplication.
Maintains regular contact with the Housekeeping office to communicate the status of rooms.
Handles guest check-ins and check-outs throughout shift.
Assigns rooms to all guests and sells rooms from the deluxe category down. Maintains a high average room rate. Handles room and rate changes with management consent.
Explains in-room and hotel features, key operation, places of interest, etc., to arriving guests.
Maintains Source of Business Report.
Responsible for completing all required shift paperwork and reports accurately. Completes all end of shift closing procedures and ensures that the cash drop is accomplished.
Responsible for the print-out of guest and administrative phone charges, if not automated, during the business day.
Maintains a clean and organized Front Desk at all times.
Responsible for recording and making all guest wake-up calls properly, as well as courtesy/welcome calls to newly arrived guests.
Responsible for answering the switchboard in a timely and courteous manner and taking accurate phone messages. Checks arrival dates on all reservation forms to ensure accuracy.
Works closely with other Front office and Reservation department associates.
Distributes guest mail and stores room keys in the designated place.
Communicates all important information to following shift to ensure a smooth transition.
Responds to all emergency situations in accordance with proper policies and procedures and common sense.
Calculator/Adding Machine, Switchboard, Reservation Terminal, Credit Card Terminal, Front Desk Register/Computer
Must be able to speak, read, and write basic English to communicate effectively with all guests, hotel management and staff and to complete all required paperwork.
Must have a friendly, helpful personality, able to handle stress and guest relations pleasantly and effectively.
Must possess strong organizational skills and be detail-oriented to facilitate accurate completion of all required forms and procedures.
Must be able to stand for long periods of time (up to four hours in length). Requires walking, fingering, reaching, and bending frequently.
Must have a basic knowledge of local area to facilitate guest needs such as giving directions, identifying local attractions, restaurants, etc.
Training in providing quality guest service.
Telephone sales training.
In-depth training of reservation terminal and Front Office system.
Guest Services Supervisor
Assistant General Manager/Rooms Division Manager
PHG is uniquely positioned in the U.S. lodging industry, not only as a premier management company but as a vertical organization focused on providing comprehensive ownership services. Comprised of three operating companies, Paramount's business model is optimally structured to focus on the needs of today's hotel owners including private equity funds, REITs, hedge funds, developers, investment banks, lenders and loan servicers.
Location/Region: Newark, NJ (US)