Job Title:           FRONT DESK ASSOCIATE

Department:    ROOMS

Reports to:     FRONT DESK SUPERVISOR/ASST. GENERAL MANAGER

Status:             Non-Exempt

SUMMARY of POSITION

3PM -11PM

The purpose of the Front Desk Associate is to create the ultimate guest experience for all guests of our hotel. Front Desk Associates recognize, acknowledge, welcome, serve and depart all guests and visitors arriving to and from the hotel. Primary duties for these associates will focus on some or all of the following areas including, but not limited to: guest check in/check out, night audit, food & beverage service, kitchen, meetings/banquet setup and service, transportation, market or other guest requests.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• This position is empowered to guarantee total guest satisfaction.
• Display hospitality and professionalism to our guests at all times.
• Take pride in representing PMG Hospitality professionally with our guests.
• Assure that all transactions with guests are handled in a legal, ethical manner.
• Comply with Company Standards of Service as outlined for PMG Hospitality .
• Project a favorable image of PMG Hospitality to the public at all times.
• Treats guests, vendors, customers and co-workers with professionalism and respect at all times.
• Complete Departmental, PMG Hospitality, and Brand standards training as assigned.
• Maintains a clean and neat appearance at all times. A complete uniform (or business dress for non- uniformed associates) must be worn at all times in public areas, including name tag.
• Have a thorough knowledge of emergency procedures.
• Must be able to work flexible work hours/schedule including evenings, weekends and holidays.
• Demonstrates a working knowledge of all services and facilities of the hotel, as well as the local area to effectively assist guests.
• Understands and applies all hotel safety and security procedures to maintain a secure and safe environment for employees and guests.
• Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance coming to his/her attention so that prompt corrective action can be taken.
• Assists all guests in a sincere and courteous manner, and whenever possible, goes the extra mile and does whatever it takes to ensure total guest satisfaction.
• Develop and maintain productive interpersonal relationships and the ability to relate well with a wide variety of individuals, some of whom may require patience and tolerance.

SPECIFIC JOB FUNCTIONS:

FRONT DESK

• Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate possible.  Maintain and provide accurate information on hotel facilities.
• Maintain cash bank per accounting guidelines.  Comply with all accounting procedures.
• Maintain effective communication within the department. Stay aware of issues relating to guest needs 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 calculator, fax machines, etc.
• Promptly complete registration process, input and 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, certificate and coupons as appropriate. Close out guest accounts at time of check out.
• Verify 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.
• Provide safety deposit boxes to guests in accordance with established hotel procedures.
  • Promptly answer the telephone using positive, pleasant tone of voice and following the established verbiage. Input messages into the computer. Retrieve messages and communicate the content of messages to guests. Retrieve and send mail, small packages and faxes for guests.
  • 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 the solution/remedy. Apprise management of all guest complaints/problems; including those that have been resolved

NIGHT AUDIT

• • Responsible for all tasks noted above under the Front Desk Category.
  • Verifies that all charges to guest accounts made during the day are correct, and posts room charges for that day so that all guest accounts are current and in balance by 6:00 a.m. the following morning.
  • Completes all credit card transmittals, direct bills, and no-show billings for the day.
  • Relocates guests in a courteous manner as needed.
  • Prepares all daily, monthly and yearly reports required by the property.
  • Demonstrates the use of sales techniques to effectively sell the property, maximizing occupancy and average rate.
  • Receives and processes telephone and walk-in reservations accurately.
  • Acts as manager on duty in the absence of the General Manager, Sales Manager, Front Desk Manager, and/or Executive Housekeeper.

BREAKFAST AREA

• Be familiar with breakfast bar setup and operation.
• Assist with bussing tables and overall cleanliness of the breakfast bar.
• Assist managers as necessary with light administrative responsibilities.
• Work with other fellow team members to ensure guest satisfaction.
• Understand all property safety standards and comply with these rules at all times.
• Comply with health department standards, upholding regulation at all times. Maintain a safe working environment, report and correct any unsafe acts or conditions with regard to food and beverage.
• Reduce and keep waste at a minimum.
• Practice basic stock rotation and refrigerator cleanliness; keep all work areas clean and tidy.

MARKET/PANTRY

• Stock the Market daily with all required products to maximize Market/Pantry sales.
• Maintain cleanliness of the Market/Pantry to PMG Hospitality and Brand appearance standards.
• Inform the Front Desk Manager of any items that are getting low so the Front Desk Manager can place an order as necessary.
• Conduct or assist in conducting monthly inventory.

EDUCATION and/or EXPERIENCE

• High School Diploma required. (University degree in related field preferred.)
• 3 years’ experience in a similar position
• Prior experience in utilization and functionality of brand systems;
• Excellent interpersonal and organizational skills with a high degree of persuasiveness;
• Excellent telephone skills;
• Ability to handle multiple tasks with strict deadlines in a fast paced, dynamic work environment;
• Must type at least 30 wpm and have high proficiency in MSWord, MS Excel;
• Must possess strong organizational skills, accuracy in document preparation, and detail oriented;

KEY SKILLS

• Excellent interpersonal communication skills.
• Must have analytical and problem-solving expertise.
• A strong business orientation, capable of and comfortable with operating in an environment, which places high expectation on integrity and relationship building skills.
• A ‘roll up the sleeves’ leader who is detail oriented with a strong work ethic.
• Someone who is creative yet has common sense and is practical in the real world.

• A good communicator, someone that will keep all parties informed in an organized, coherent manner.
• Must have basic knowledge of Microsoft Word, Excel, computers, and systems.
• Must have basic mathematical skills and basic calculator skills.
• Capability of building long-term relationships and being part of a rapidly growing business.
• Personal accountability and pride in results will be important for this position to possess.
• Must have the ability to effectively deal with guest or associates in a friendly and positive manner. This involves listening to the nature of concern, demonstrating empathy with the customer, vendor, or associate and providing positive and proactive solutions.
• Must be proficient with computer and computer-generated data.

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. Nothing in this job description restricts management’s right to assign or reassign duties, work hours and/or responsibilities for this job at any time.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an associate 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 associate is regularly required to use hands and fingers to handle or lift items as well as operate a computer. They are also required to talk or hear. The associate is frequently required to stand; walk and reach with hands and arms. The associate is occasionally required to sit; climb or balance and stoop, kneel, or crouch. The associate is occasionally required to lift up to 40 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Salary : $16 - $17