Summary

Front Desk associates contribute to the hotel's commitment to high quality guest service and teamwork and must be reliable and the kind of person who appreciates high standards of excellence.

The Front Desk associates create an experience for our hotel guests by making them feel at home away from home. Hosts offer helpful and exceptional service while maintaining a clean, comfortable and inviting environment.

This position is responsible for the complete guest experience including, but not limited to:

• Greeting all guests (internal and external)
• Processing guest reservations, check-ins and check-outs
• Maintaining accurate guest information in the hotel property management system
• Handling collection efforts of all in-house balances and notifying management of potential liabilities
• Balancing all cash, check, credit card and ledger accounts through verification, shift reports and performing audit functions if assigned
• Handling cash and credit payments in compliance with the hotel’s cash handling policy and PCI compliance
• Responding to all guest requests efficiently
• Ensuring guest satisfaction, approaching all encounters with guests and employees in a friendly, efficient and service-oriented manner
• Providing information to guests about hotel policies, services and amenities
• Managing a multi-line phone system while providing exceptional customer service over the phone
• Performing welcome calls after each check-in
• Responsible for the safety of hotel guests and the asset itself
• Running the audit, confirming accuracy and addressing any discrepancies
• Responsible for the safekeeping of guests and hotel property
• Ability to carry out fire panel and safety protocols, directing guests in the event of an emergency
• Communicating all overnight situations to management
• Ability to handle high-stress situations
• Handling and distributing guest packages and mail
• Maintaining cleanliness of public areas and sanitizing frequently
• Preparing and servicing the hotel breakfast buffet
• Completing daily checklists and logs
• Processing H Market transactions and re-stocking inventory as needed
• Effectively communicating all pertinent information to other associates and departments
• Assisting in all areas of the operation including, PBX/Switchboard, reservations, luggage storage and other areas as necessary
• Appropriately address guest concerns in a quick and efficient manner
• Demonstrating thorough knowledge of the surrounding area with the ability to offer accurate directions and general concierge services
• Complying with all standards and regulations to encourage safe and efficient hotel operations
• Troubleshooting any system issues
• Responding to all guest requests efficiently
• Ability to stay alert throughout the overnight shift
• Maintaining regular attendance in compliance with company policy
• Maintaining and organizing work area regularly
• Issuing safety deposit boxes in compliance with hotel policies
• Assisting with meeting room setup and tear down
• May be required to assist with other duties as assigned

Qualifications

• Customer service or hotel Front Desk experience (Hyatt preferred)
• Must possess basic computer, analytical and problem-solving skills
• Must have schedule flexibility for morning, afternoon, evening and overnight shifts, as well as weekends and holidays
• Ability to stand for extended periods of time
• Ability to lift, pull, and push moderate weight
• Professional appearance

Source: Hospitality Online