Department

Guest Services

FLSA Status

Non-Exempt

Reports to:

Front Office Manager

Supervises:

N/A

Job Summary

The Overnight Front Desk Associate provides prompt and courteous service by checking guests in and out of the hotel, answering guest questions and resolving guest challenges throughout their stay. The Front Desk Associate also promotes hotel services and amenities, provides upgrades as required, and upsells products to the guests. An overnight work schedule is required for this position. 

Essential Functions:

% Time Spent

• Guest services and administration:
  1. Input and retrieve information from computer system to confirm pertinent information, including number of guests and room rate
  2. Make appropriate selection of rooms based on guest needs 
  3. Activate and provide electronic room keys
  4. Ensure smooth arrival experience for guest including explaining the location of their room and acknowledging brand-specific reward program, and answering any other guest-specific questions about hotel amenities 
  5. Promptly answer phone calls and emails, transfer inquiries to applicable party including hotel employees and guests, and document correspondence in the appropriate software system
  6. Retrieve mail, packages, or other special items for guests as requested
  7. Ensure rooms and all services provided are correctly accounted for within guest statement
  8. Assist guests with check out payments or charges
  9. Completes daily reporting and recordkeeping.

25%

• Front of house services:
  1. Ensuring front-desk area is clean and well organized at all times including emptying trash cans, organizing and restocking supplies such as hotel key cards, envelopes, printer paper, water, gift shop merchandise, etc. 
  2. Ensuring beverage area is stocked, clean, and organized at all times 
  3. Supporting other departments during down-time including tasks such as folding towels, changing light bulbs, sweeping and mopping

25%

• Guest relations:
  1. Greet guests immediately in a friendly and sincere manner, always communicating using a positive and clear speaking voice
  2. Actively listen to understand guest questions and requests, and complaints such as price conflicts, insufficient heating or air conditioning, and respond with appropriate actions
  3. Promote and administer hotel marketing programs for arriving guest
  4. Summons bell services team members to escort guests to/from their rooms as appropriate
  5. Operates various office machines 

50%

Other Duties and Responsibilities:

• Attempts to communicate with guest in guest’s native language, if applicable
• Support valet department as needed
• Report maintenance deficiencies, safety hazards, accidents, or injuries
• Follow Personal Protective Equipment (PPE) requirements, and report any defective, damaged or lost PPE including equipment that does not fit properly to management
• Follow all safety procedures and be able to recognize and act in emergency situations
• Ensure uniform and personal appearance are clean and professional
• Maintain a hospitable service atmosphere at all times

Education and Experience:

• High School Degree or equivalent preferred
• 1-2 years of prior guest service and/or hospitality experience preferred

Knowledge, Skills & Abilities:

• Ability to arrive to work on time when scheduled
• Strong customer service orientation and ability to communicate with empathy, defuse emotions, problem solve, and make sound decisions to resolve issues
• Organization and time management, ability to consistently manage workload as assigned
• Ability to read, write, listen, and communicate and effectively in English
• Ability to use a calculator to prepare moderately complex mathematical calculations without error
• Ability to access and accurately input information using a computer system
• Ability to operate in a 7-day per week, 24-hour per day business setting

Physical Demands & Work Environment:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  1. Constant standing and walking
  2. Constant near and far vision
  3. Constant speaking and listening required
  4. Constant reaching and grasping with hands and arms
  5. Occasional sitting, stooping, kneeling, crouching, crawling, climbing stairs, and/or lifting up to 20 lbs