Front Desk – Associate

The Front Desk Associate is responsible for kicking off the beginning of a guest’s exceptional stay by being the first point of contact, making the best impression, accommodating the requests and needs of the guest, and providing them excellent accommodations, a stage set by fellow team members.  

Department:

·      Front Desk

FSLA Status

·      Non-Exempt

Supervisory Responsibilities:

·      None

Duties/Responsibilities:

• Manages the day-to-day responsibilities associated with accommodating guest’s arrivals, departures, and requirements during their stay at the hotel.
• Greets all guests with a smiling friendly manner.
• Ensures efficient and professional guest registration, check-out, and telephone service.
• Takes every opportunity to upsell every guest.
• Stays current on all Loyalty Program benefits, recognizes loyalty member guests as they check in, and offers a sign up to any non-program guests.
• Issues room key cards following the appropriate security procedures of the hotel.
• Answers all incoming phone calls, schedules, cancels, modifies, and confirms reservations.
• Receives guest calls regarding lost and found, track, locate, and ship to guest according to hotel procedures.
• Transmits and/or receives messages for any in-house guest.
• Follows Front Desk shift checklist.
• Possesses complete knowledge of the hotel Property Management System, printing and monitoring scheduled arrivals.
• Runs high balance and credit card report to monitor issues and secure authorization.
• Takes requests for wake up calls and enters each accordingly.
• Keeps records of occupied and vacant rooms, guest accounts, and processes payments.
• Confers with staff members to assist guests as needed and follows through until completion.
• Achieves the property’s monthly goal for guest satisfaction scores.
• Answers inquiries pertaining to hotel services and area attractions.
• Handles complaints efficiently and courteously, listening carefully to the guest’s problem, taking immediate personal responsibility, if possible, to find a resolution, or involve the appropriate personnel who can enact a solution to the issue.
• Observes proper key control and guest privacy protocol. 
• Coordinates with Housekeeping on room statuses frequently throughout the day.
• Actively follows the status of scheduled groups and function calendar.
• Stays knowledgeable of fire panel functions and location of water shut off.
• Notifies Maintenance of any reported room issues.
• Possesses and maintains thorough knowledge of hotel services, facilities, policies, room rates, and area attractions.
• Knows how to operate PMS, and other front office equipment.
• Obtains and verifies all documentation for tax exempt status and corresponding binder which may be audited.
• Provides detailed shift report.
• Makes sure the TVs are on designated stations and at appropriate volume levels.
• Fronts the sundry shop during any down time.
• Monitors and requests reorder of supplies for the Front Desk and Back Office.
• Delivers items to guestrooms as requested.
• Performs any other tasks requested during the overnight shift.
• Follows all OSHA/HAZCOM procedure.
• Wears appropriate brand required uniform and name tag during all scheduled shifts.

Required Skills/Abilities:

• Detail oriented and thorough
• Excellent written and verbal communication skills
• Active listening
• Service Oriented
• Coordination

Education and Experience:

• High school diploma or equivalent
• Three months of related experience

Physical Requirements:

• Prolonged periods standing and working at a computer screen
• Must be able to lift and carry up to 25 pounds at a time

Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.