Check guests in, issue room keys, provide information on hotel services and room location • Ensure required identification is taken from guests at check-in in line with local legislative requirements • Answer phones in a prompt and courteous manner • Up-sell rooms where possible to maximize hotel revenue • answer, record and process all guest calls, messages, requests, questions or concerns • Record guest preferences in the system • Check guests out, including resolving any late or disputed charges • Accurately process all cash and credit card transactions using established procedures • Issue, control and release guest safe-deposit boxes in line with hotel procedures • Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up • Take action to solve guest problems/complaints using appropriate service recovery guidelines • Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the supervisor or manager on duty • May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes •