One Stop

Job Scope:

Answer all incoming phone calls to the hotel, and transfer as needed also check in and check out guests in the Opera system.

Job Functions:

Guest Related Tasks

• Answer all in-house guest phone calls and answer all guest inquires.
• Answer all incoming hotel phone calls and transfer as needed.
• Thorough knowledge of facilities and services available to guest.
• Processes guest check-ins and checkouts.
• Uses proper telephone etiquette.
• Assist concierge in providing guest with information regarding hotel facilities and local attractions.
• Records the necessary registration and credit card information, verifying rate and departure information.
• Understands room status.
• Update room status per Housekeeping.

Communications Related Tasks

• Knowledge of room locations, types of rooms available, and room rates.
• Coordinates room status updates with the housekeeping department by notifying housekeeping of late checkouts, early check-ins and special requests.
• Use hotel two way radio systems, using proper etiquette.
• Be able to handle guest disputes, and requests concerning room types and other room related issues.
• Knowledge of cancellation policy.
• Knowledge of Pet Policy
• Knowledge of No-show policy.

System Related Tasks

• Input all guest information into the Opera system at time of check-in accurately.
• Update Opera system for any changes to the guest account.
• Make sure proper credit is obtained at time of check-in and extended stays.