Front Office Representative

Front Office RepresentativeChoice Hotels International, Inc is one of the largest lodging franchisors in the world. A challenger in the upscale segment and a leader in midscale and extended stay, Choice has more than 7,400 hotels, representing over 625,000 rooms, in 45 countries and territories. A diverse portfolio of 22 brands that run the gamut from full-service upper upscale properties to midscale, extended stay and economy enables Choice to meet travelers' needs in more places and for more occasions while driving more value for franchise owners and shareholders. The award-winning Choice Privileges loyalty program and co-brand credit card options provide members with a fast and easy way to earn reward nights and personalized perks.The role of Front Office Representative requires an individual the ability to provide superior guest service in a fast-paced, hotel environment, ensuring 100% guest satisfaction.Unique. Stylish. Entirely Radisson Blu. Upper upscale by industry definition. First class in any other language. High on design and style, all wrapped up in a Yes I Can! Attitude. The Radisson Blu Mall of America features 500 design forward guest rooms, unique spaces and over 26,000 square feet of meeting space, and is the first hotel connected to the Mall of America.The position of the Front Office Representative requires an ability to provide superior guest service in a fast-paced, upscale environment.Hourly Wage: $18.00Benefits When You Make It Your Choice:Employee discounts on thousands of hotelsEnjoy a complimentary meal in the associate cafeteria during your shiftFree Parking1st of the month following 30 days of service :401(k) Retirement PlanEmployee Assistance Program90 Days:Paid Vacation and Sick Time8 Paid HolidaysPaid Bereavement1 Year:Paid Floating HolidaysKey ResponsibilitiesReceives and processes incoming guestsEnsure a delightful, seamless arrival and departure for our guests.Greets guest and processes hotel registration and other transactionsKeeps current on hotel accommodations, services and local attractionsHandles all guest compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfactionRecords resolutions to guest complaints on the "Make it Right" logWorks with other departments as appropriate to arrange for services requested by the guestStays current with developments in the hotel by reviewing and updating the communication logPrepares end of shift summaries and communications for management and other shiftsEncourages day to day up selling of guest accommodations and promotes hotel amenities, food & beverage outlets, hotel services and loyalty programMakes reservations in accordance with hotel's yield management practicesProcesses customer credit at check-in in accordance with hotel policy and data privacy policy standardsMay be responsible for answering and fielding all calls to the hotel, both internal and externalIdentifies and records special billing instructions and notifies AccountingObtains appropriate approvals and signatures for guest transactionsFollows hotel policy on cash banksMaintains confidentiality of guest informationCreates 100% guest satisfaction by providing the Radisson experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectationsGives personal attention, takes personal responsibility, and uses teamwork when providing guest serviceListens, apologizes with empathy, finds a solution, and follows through when resolving guest problemsProvides Yes I Can! genuine hospitality and teamwork on an ongoing basisAssumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest SatisfactionPerforms other duties required to provide the service brand behavior and genuine hospitalityPerforms other duties as required by Management to provide 100% Guest Satisfaction and genuine hospitality to our GuestRequirementsIdeal candidate will have a minimum of one-year of hotel front desk experience, other hotel experience or experience in a customer service environmentExperience in Opera system preferredStrong verbal, written and interpersonal skillsWorks well independently or as part of a teamStrong attention to detailCommitment to exceptional guest serviceAbility to maintain a positive and professional attitude when handling all situationsAdhere to the policies and procedures of the hotelAbility to work a flexible schedule including holidays and weekendsWorking knowledge of computer and math skills.Physical DemandsAbility to stand, stoop or bend for entire shiftAbility to lift up to 20 poundsThe hotel business functions seven days a week, 24 hours a day. All associates must realize this fact and be aware that at all times it may be necessary to move associates from their accustomed shift and alter assigned duties as business dictates. In addition, this is a hospitality business, and a hospitable service atmosphere must be maintained at all times.This position description is not intended to create, nor is it to be construed, as a contract of employment or a promise of employment. I understand that my employment is an "at-will" relationship and may be terminated by either party at any time, with or without notice.Choice Hotels International is an equal opportunity and affirmative action employer and make employment decisions without regard to age, race, religion, national origin, gender, sexual orientation, gender identity, disability, veteran status, genetic information, or other protected class. Our locations are drug-free and pre-employment drug tests are required. Background checks are also required before employment begins. We participate in E-Verify and those who are ineligible to work in the United States will not be considered.