Front Desk Associates represents the hotel to the guests throughout all stages of the guest’s stay. Determines a guest’s reservation status and identifies how long the guests will stay. Help guests complete registration and assign rooms, making accommodations to special requests whenever possible.

Duties and Responsibilities

• Welcome guests in a friendly, prompt, and professional manner recognizing Brand Rewards Members and also returning guests
• Assists in preregistration and blocking of rooms for reservations
• Check guests in, issue room keys, provide information on hotel services and room location
• Ensure required identification is taken from guests at check-in
• 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
• Coordinates room status updates with the housekeeping department by noticing housekeeping of all checkouts, late checkouts, early check-ins, special requests and day-use rooms.
• 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 incidents, security breaches, concerns or suspicious behavior to the supervisor or manager on duty
• May routinely book guests 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
• Work as part of a team and communicate with other departments as per hotel procedure to ensure excellent quality and service
• Knows all safety and emergency procedures, is aware of accident prevention policies.
• Stays current with required company and Brand training requirements
• Becomes a proficient user of proprietary hotel software
• Perform other duties as assigned: including, guest room tours, concierge services, special guest requests, etc.

Qualifications and Requirements

High School Diploma or equivalent - required

Minimum 6 months customer service experience - required

1-year front desk/guest service experience – strongly preferred

Qualifications

• Must speak fluent English
• Basic computer skills to operate various property management and reservations systems, etc.

• Strong communication skills and relationship building skills
• Basic math skills – used when handling cash or credit
• Ability to work a flexible schedule including nights, weekends and/or holidays

This job requires ability to perform the following:

· Frequently standing up behind the desk and front office areas

· Carrying or lifting items weighing up to 50lbs

· Handling objects, products and computer equipment

Job Type: Full-time

Pay: $15.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Night shift
• Weekends as needed

Work setting:

• In-person

Experience:

• Hotel: 1 year (Preferred)

Work Location: In person