• Job Description

  Req#: R19971

  Choice Hotels International, Inc (NYSE: CHH) 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. For more information, visit www.choicehotels.com .

  The ability to model Choice’s Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity are key to our success in inspiring Loyalty, Growth, and the Hospitality Spirit.

  Our managed hotels portfolio includes Radisson Blu, Radisson, Radisson Red, Park Plaza, and Country Inn & Suites by Radisson.

  Position Summary
  
  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.

  Receives and processes incoming guests
  
  Ensure a delightful, seamless arrival and departure for our guests.
  Greets guest and processes hotel registration and other transactions
  Keeps current on hotel accommodations, services and local attractions
  Handles all guest compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfaction
  Records resolutions to guest complaints on the “Make it Right” log
  Works with other departments as appropriate to arrange for services requested by the guest
  Stays current with developments in the hotel by reviewing and updating the communication log
  Prepares end of shift summaries and communications for management and other shifts
  Encourages day to day up selling of guest accommodations and promotes hotel amenities, food & beverage outlets, hotel services and loyalty program
  Makes reservations in accordance with hotel’s yield management practices
  Processes customer credit at check-in in accordance with hotel policy and data privacy policy standards
  May be responsible for answering and fielding all calls to the hotel, both internal and external
  Identifies and records special billing instructions and notifies Accounting
  Obtains appropriate approvals and signatures for guest transactions
  Follows hotel policy on cash banks
  Maintains confidentiality of guest information
  
  Creates 100% guest satisfaction by providing the Radisson experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations
  
  Gives personal attention, takes personal responsibility, and uses teamwork when providing guest service
  Listens, apologizes with empathy, finds a solution, and follows through when resolving guest problems
  Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis
  Assumes 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 Satisfaction
  Performs other duties required to provide the service brand behavior and genuine hospitality
  
  Performs other duties as required by Management to provide 100% Guest Satisfaction and genuine hospitality to our Guest

  Requirement/Skills
  Strong customer service experience required
  Previous hotel experience preferred
  Ability to maintain a positive and professional attitude when handling all situations
  Solid computer skills
  Ability to push/pull up to 30lbs
  Ability to work flexible schedule, including morning, afternoons, nights and weekends
  Excellent communication skills
  Must possess a strong team spirit
  Opera experience preferred
  
  Physical Demands
  Ability to stand, stoop or bend for entire shift
  Ability to lift up to 20 pounds
  
  Other Information
  
  The 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
  his 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.
  
  We are 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.
  The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.

  Ability to model Choice’s Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity are key to our success in inspiring Loyalty, Growth, and the Hospitality Spirit.

  Choice Hotels International is an equal opportunity employer and affirmative action employer. Employment practices and decisions are not influenced by an applicant’s race, color, religion, sex, national origin, age, sexual orientation, gender identity or express, disability veteran status, genetic information or any other characteristic protected by law.

  In compliance with the Immigration Reform and Control Act of 1986, this offer of employment is conditional upon your presenting documents verifying your identity and legal authorization to work in the United States. All offers of employment are conditional upon the satisfactory completion of a background check and E-Verify.

• About the company

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