Job Description

Position Summary: The Overnight Front  Desk is a key facilitator of the hotel guest’s arrival and departure experiences.  The main focus of the position is to provide a consistent, accurate, friendly and sincere level of guest service to all guests at the hotel and to perform all aspects of the required tasks as listed in the job description and on the overnight checklist. The Overnight Front Desk will be a dedicated individual who will aggressively seek out resolutions to operational and guest related challenges. This person will be responsible for overseeing guest related issues on the overnight shift.

Responsibilities include:

  • Provide  a constant presence at the Guest Reception Desk on the overnight shift.
  • Perform  all aspects of the overnight paperwork and processes on every shift.
  • The  ability to display, at all times, a friendly, courteous and professional  manner in all dealings with Residence owners, Hotel guests and other  employees.
  • The  ability to welcome and register Residence owners and Hotel guests, with an  emphasis on fulfilling requests; following special handling instructions  and adhering to established credit policies and procedures.
  • The  ability to handle a multitude of keys.
  • The  ability to quote and be familiar with room and rate availability for  current and future dates.
  • Actively  participate in the hotel’s up-sell program during guest arrival/departure  as directed by hotel management.
  • The  ability to successfully complete a room reservation for any given time  period knowing what types of accommodations, and rates are available.  In addition, the ability to properly  distinguish all said reservations as Residences or Hotel.
  • The  ability to recite all information regarding the Mountain Shadows  facilities, hours of operation, key personnel, special events and  activities, and functions in the hotel.
  • The  ability to assist Residence owners regarding their use options
  • The  ability to handle several telephone calls at any given time.
  • The  ability to offer adequate directions to the hotel from any location. 
  • The  ability to select and block Residential rental units and hotel rooms for  arriving guests
  • The  ability to assist Residence owners and hotel guests with Concierge-type  requests; knowledge of the local area as well as Arizona areas and  attractions.
  • The  ability to handle owner and guest problems or complaints in conjunction  with Management, keeping them well informed as to the problems and actions  taken.
  • The  ability to utilize the computer system in closing the business day running  all audit reports as well as posting charges and credits.
  • The  ability to communicate to all support departments any necessary  information or requests.
  • The  ability to complete key packets and modify registration cards.
  • The  ability to check guests and owners in and out of the Residences and Hotel  in accordance with specific procedures.
  • The  ability to make change, cash checks, and exchange foreign currency.
  • The  ability to maintain a balanced bank assigned to you from the Resort and to  reconcile all transactions at the close of the shift and to cash out.
  • The  ability to speak clearly and communicate via radio to other staff members.
  • The  ability to understand the tasks performed by a PBX Operator,  Reservationists, Concierge, Room Attendant, Houseperson, Valet, and Bellperson.
  • The  ability to handle Hotel emergency procedures and situations with maturity  and professionalism.
  • The  ability to post and reconcile Banquet Checks.
  • The  ability to properly review rate variance report and reconcile accordingly.
  • The  ability to sort all outlet paperwork and prepare it in an organized  fashion for the day audit.
  • To  properly train and oversee the accuracy of the work performed by other Guest  Reception overnight staff.
  • The  ability to perform other tasks and projects as delegated by the Director  of Guest Operations, Front Office Manager, Hotel Assistant Manager, or  Revenue and Reservations Manager.

Specific job knowledge, skill and ability:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he/she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

  • Reading,  writing and oral proficiency in the English language.
  • Ability to  maintain a pleasant disposition and function efficiently in high  stress/pressure work environment. Solid interpersonal skills and positive attitude is a must.
  • Previous  training in Opera helpful
  • 1 Year  Hotel/resort front desk experience required.
  • Ability to stand  and/or walk continuously to perform essential job functions.
  • Clear,  articulate telephone voice and excellent/professional communication skills  required
  • Ability to  listen effectively, to speak and write English clearly.
  • Detailed and  sales oriented.
  • Hearing and  visual ability to observe and detect signs of emergency situations.
  • Familiarity with  the surrounding area is a plus.
  • Must  adhere to practices of occupational safety and  health including wearing personal protective equipment when  required.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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