What are the responsibilities and job description for the Front Desk Associate position at Meads Bay Hotel Group?
Summary: To create 100% guest satisfaction by providing efficient and effective front desk service.
Supervisory Responsibilities
- N/A
Duties/Responsibilities
- Creates 100% guest satisfaction by providing fast and friendly genuine Hospitality and by exceeding guest expectations.
- Gives personal attention, takes personal responsibility and uses teamwork when providing guest service.
- Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems.
- Provides guest with assistance at the front desk during the checkin and checkout process and throughout their stay.
- Greet guest and processes hotel registration.
- Receive and handle multiple packages on a daily basis.
- Keeps current on hotel accommodations, services and area attractions.
- Responds to customer inquiries for information.
- Arranges for services requested by the guest by working with other departments as appropriate.
- Maximizes revenue and cash flow by promoting hotel services and adhering to credit and inventory control processes.
- Makes reservations in accordance with hotel’s yield management practices.
- Processes customer credit at checkin in accordance with hotel policy.
- Identifies and records special billing instructions and notified accounting.
- Assist guest with luggage.
- Follows hotel policy on cash banks.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Other
- Must be able to work nights, weekends and holidays
- Continuously grow and improve through training and development.
Education and Experience
- High school diploma or GED equivalent
- Previous experience in hotel level front office experience is preferred
Special Skills
- Skilled in utilization of pointofsale systems and/or other back of the house systems
- Knowledge of the reservations process including the role of reservation products, distribution channels, and reservations flow
- Detail oriented; Highly organized; Team player
- Superior verbal, written and presentation skills
- Ability to communicate company vision effectively and consistently
- Knowledge of Microsoft Office suite (Word, Excel, Access, PowerPoint, Outlook)
- Willingness and ability to learn additional software packages as they relate to the business
Behavioral Skills
- Ability to work with little direction, maintaining confidentiality and professionalism
- Ability to establish strong interpersonal relationships with team members
- Ability to work well in a team environment and motivate teams to sustain exceptional levels of performance
Physical Demands
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.
While performing the duties of this job, the employee is regularly required to handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl; and smell.
The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.
The employee must be able to stand for 8-hour shirts, continuously reaching, bending, lifting, carrying, stooping, and wiping through the entire shift. The employee may handle guest luggage and packages that could be in excess of 25 pounds.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list or responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company without notification.