Front Desk Associate

Bilingual preferred. All Shifts.

POSITION PURPOSE AND SUMMARY: The Front Desk Agent must demonstrate and promote a strong commitment to providing the best possible experience for our guests. The position is responsible for assisting guests at all times, answering phones, and checking in and checking guests out in accordance with company guidelines and procedures. The Front Desk Agent is also responsible for completing all necessary front office daily paperwork and ensuring that safety and security procedures are in place in accordance with company guidelines and standards for all associates and guests.

Essential Job Functions:

• Consistently perform with high Standards of Service and interact with guests and employees in a professional, gracious, and friendly manner.
• Greet guests immediately with a friendly, sincere welcome. Maintain eye contact with guest. Use a positive, clear speaking voice, listen to guest requests and respond with appropriate action.
• Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate possible.
• Maintain and provide accurate information on and promote hotel facilities.
• Maintain cash bank per accounting guidelines. Comply with all accounting procedures.
• Consistently adhere to uniform, grooming and appearance standards.
• Efficiently qualify reservations calls for either transfers to Corporate System or self-bookings with a minimum of errors, relatively fast speed while being able to perform other tasks at the same time.
• Maintain effective communication within Front Office and related departments, and with all hotel departments. Stay aware of issues relating to front office and general hotel operations. Attend meetings as scheduled. Apprise management of any concerns or suggestions.
• Adhere to safety, security and emergency procedures, react appropriately during emergency situations, and act promptly to correct hazards. Adhere to security procedures on the handling of guest room keys, the protection of guest related information and conduct weekly inventory of guest room keys.
• Understand and operate front office and telephone computer systems, and equipment such as ten key adding machine, facsimile machines, etc.
• Promptly complete registration process, input/retrieve information from computer, confirm pertinent information including number of guests, method of payment and length of stay, select guest room based upon guest needs/request, nonverbal confirmation of room number and rate, provide key folder containing guest room key/internet code. Close out guest accounts at time of check out. Properly file and retrieve registration cards. Make sure all guests are pleased and if transferred notify all departments.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change, and balance assigned cash bank. Accept and record vouchers, traveler’s check and other forms of payment. Post charges to guest rooms and house accounts using the computer. Process payments per established procedures. Retrieve and send mail, small packages and facsimiles for guests.
• Promptly answer the telephone using positive, pleasant voice and following the established verbiage. Listen to and promptly act to resolve guest problems and complaints. Authorize revenue allowances to remedy problems only after other alternative solutions have failed and appropriately document same. Apprise management of all guest complaints/problems, even those that have been resolved.
• Other general duties as needed.

PHYSICAL/MENTAL REQUIREMENTS: (*Constantly, Frequently, Occasionally)

• Constantly standing, walking, using telephone

Qualifications & Employment Requirements:

• Passion for guest service.
• Excellent written and verbal communication, interpersonal skills.
• Highly organized, results-oriented with the ability to be flexible and work well under pressure.
• Fluency in English, Spanish is a plus.
• Must be able to stand for long periods of time.
• Minimum of 6 months - 1 year previous hotel or customer service experience.
• Must have the ability to handle a multitude of tasks and Guest requests at the same time.
• Ability to work independently and prioritize responsibilities.
• Computer proficiency.

Job Type: Full-time

Pay: From $16.50 per hour

Expected hours: 30 – 40 per week

Education:

• High school or equivalent (Preferred)

Work Location: In person

Salary : $17