Front Desk Receptionist — Days Inn KingstonOverview
Days Inn Kingston is seeking a friendly, professional, and organized Front Desk Receptionist to be the first point of contact for our guests. This role is central to delivering an excellent guest experience from arrival to departure, handling reservations, payments, and guest inquiries while coordinating with housekeeping and maintenance to keep operations running smoothly. Experience with hotel front desk systems, multi-line phones, and customer service is preferred.
Responsibilities
- Greet guests warmly upon arrival; verify IDs, confirm reservations, and complete check-in/check-out procedures.
- Manage reservations: take phone and online bookings, modify/cancel reservations, and resolve overbooking or room change requests.
- Issue room keys, explain hotel amenities, breakfast hours, Wi‑Fi, parking, and local information.
- Answer and route calls using a multi-line phone; respond promptly to guest inquiries and requests.
- Process payments accurately, including room charges, authorizations, cash handling, and end-of-shift balancing.
- Maintain accurate records in the Property Management System (PMS) and keep guest profiles and folios up to date.
- Coordinate with housekeeping on room status (clean, dirty, out-of-service) to minimize wait times and expedite turns.
- Log and escalate maintenance issues; follow up to ensure timely resolution.
- Handle guest concerns with professionalism; de-escalate issues and offer solutions or service recovery as needed.
- Manage incoming/outgoing mail and packages; track lost and found.
- Keep the front desk, lobby, beverage station, and brochure racks tidy and presentable.
- Uphold hotel security: verify IDs, monitor lobby activity, respect privacy, and follow key control procedures.
- Assist with daily reports, shift handovers, and night audit preparation as applicable.
Skills and Qualifications
- High school diploma or equivalent required.
- Hospitality or front desk experience (hotel/motel) preferred; Days Inn/Wyndham brand experience a plus.
- Proficiency with PMS and hotel systems (e.g., Opera, Cloudbeds, or comparable); able to learn new software quickly.
- Strong customer service skills with professional phone etiquette; calm under pressure and guest-focused.
- Accurate cash handling, credit card processing, and end-of-shift reconciliation.
- Excellent organization, multitasking, and attention to detail in a fast-paced environment.
- Clear verbal and written communication; additional languages are a plus.
- Basic office skills: email, Word/Excel or Google Workspace for schedules, logs, and reports.
Schedule and Compensation
- Full-time; shifts may include mornings, evenings, weekends, and holidays based on hotel occupancy.
- Eligibility for employee discounts and standard hotel benefits per policy.
Core Competencies
- Guest-first mindset and a welcoming, professional demeanor.
- Problem-solving and conflict resolution.
- Reliability, punctuality, and teamwork across front office, housekeeping, and maintenance.
- Discretion with guest information and adherence to brand standards and safety procedures.
Pay: $17.60 per hour
Work Location: In person
