GENERAL PURPOSE OF JOB

We’re looking for a positive and professional front desk assistant to deliver an exceptional experience to every guest at our hotel. As the guests’ first point of contact, we are looking for someone who is committed to providing a memorable experience for everyone who walks through our doors. This role is key to the overall experience our guests will have. The Front Desk Assistant will be responsible for day to day operations at the hotel including check in and check out, manage reservations, maintain a positive work environment, and provide an exceptional guest experience. Provide information on local amenities, events, and activities in the surrounding areas. They must also have the required knowledge of our Company Core Standards and Mission Statement.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Welcome each guest with eye contact and in a friendly manner and address each guest by name when possible.

• Check in and check out guests when they arrive and leave the premises, distribute keys, and room assignments making sure this is done efficiently and smoothly.

• Answer phones and emails in a prompt and courteous manner for guest inquiries and questions.

• Manage online, phone and in person room reservations.

• Confirm reservation in system and review all noted information.

• Process payments for room charges and other services provided by the hotel.

• Inform customers of all onsite amenities and any relevant information that is needed for their stay.

• Have a comprehensive knowledge of hotel availability and current rates and/or special events (which may have an impact on occupancy and availability)

• Explain local amenities and attractions to guests. Provide details and recommendations about activities to do in the surrounding areas.

• Issue parking passes

• Together with The Richland’s Catering and Event Sales Manager and the Catering and Event Producer, ensure maximum occupancy with appropriate guest rooms are reserved for events guests.

• Make sure the lobby and reception space are always kept clean.

• Handle and investigate all guest and visitor complaints, and initiate service recovery procedures to ensure consistent guest satisfaction and continual improvement.

• Work with housekeeping to make sure rooms are clean and fully stocked before new guests check into their rooms.

• Ensure good safety practices for employees and guests, assisting in the maintenance of proper emergency and security procedures.

• Ensure full compliance of 24 Carrots’ and The Richland’s Standing Operating Procedures, policies, procedures, and service standards.

• Ensure that guests have a pleasant experience by maintaining a high level of service and hospitality.

RESPONSIBILITIES

Assisting guests efficiently, courteously, and professionally at all times. Be able to maintain a high level of service and hospitality. Promptly and effectively deal with guest concerns or issues and see all are met to satisfaction in timely manner.Be a great communicator to various departments and management on guest comments and concerns. Respond quickly to incoming calls, lobby visitors and team members needing front desk assistance.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Professional,enthusiastic,responsible,anddependableteamplayer
• Highlevelofpersonalhygiene
• Goodorganizationalandmanagementskills
• Ability toworkwellunderpressure.
• Superiororalandwrittencommunicationskills
• Abilitytoquicklyidentifyandresolveproblems.
• Meticulouslydetail oriented
• Readily available and approachable for all guests while providing excellent guest service.
• Self motivated,takesinitiativeandwillingtoacquirenewskills.
• Willingnesstoworkinacollaborativeenvironmentwithcoworkersfromdiversetechnical backgrounds.
• Stronglogicandreasoningskillstoidentifystrengthsandweaknessofalternativesolutions andapproachestoissuesastheyarise.

EDUCATION AND/OR EXPERIENCE

• High school diploma or GED
• Reliable transportation and a clean driving record required.

LANGUAGE SKILLS

• Ability to convey information to others in a clear and concise manner.
• Ability to respond to common inquiries or complaints from clients.
• Ability to effectively present information to general management

MATHMATICAL SKILLS

• Abilitytocalculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY

• Abilitytodefine problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS

Thephysicaldemandsdescribedherearerepresentativeofthosethatmustbemetbyanemployeeto successfullyperformtheessentialfunctionsofthisjob.Reasonableaccommodationsmaybemadeto enableindividualswithdisabilitiestoperformtheessentialfunctions.

• Whileperformingthedutiesofthisjob,theemployeeisfrequentlyrequiredto sit and talk or hear.
• Whileperformingthedutiesofthisjob,theemployeeisregularlyrequiredto stand, walk; use hands to finger, handle, or feel; and reach with hands and arms.
• While performing the duties of this job, the employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl; and taste or smell.
• The employee must occasionally lift and/or move up to 25 pounds.
• Specificvisionabilitiesrequiredbythisjobincludeclosevision,distancevision,colorvision, peripheralvision,depthperception,andabilitytoadjustfocus.

WORK ENVIRONMENT

Theworkenvironmentcharacteristicsdescribedherearerepresentativeofthoseanemployeeencounterswhileperformingtheessentialfunctionsofthisjob.Reasonableaccommodationsmaybemadetoenableindividualswithdisabilitiestoperformtheessentialfunctions.

• Whileperformingthedutiesofthisjob,theemployeeis occasionally exposed to outdoor weather conditions; work near moving mechanical parts; work in high, precarious places; and fumes or airborne particles.
• Thenoiselevelintheworkenvironmentisusuallymoderate,buttherewillbecaseswherethe noiselevelis loud.