What are the responsibilities and job description for the Hotel Front Desk Associate/Night Auditor position at Thind Management?
Hotel Front Desk Associate/Night Auditor
Introduction
Welcome to Thind Management, a family-owned management company where we strive to provide exceptional service and unforgettable experiences to our guests at our properties. With a passion for hospitality and a commitment to teach, we at Thind Management strive to share our knowledge with team members to reach new heights. We live and breathe Thind’s motto “We’ll Take It from Here”. Our team of experienced leaders are dedicated to delivering the highest standards of training, providing tools, and ensuring professional growth of our team members.
Job Summary
We are seeking a motivated front desk associate/night auditor with a positive attitude. One who is responsible for providing exceptional guest service and ensuring smooth operations at the front desk. This position serves as the face of the hotel and are responsible for creating a positive first impression for guests. The front desk associate/night auditor handles guest check-ins and check-outs, manages reservations, addresses guest inquiries, and provides general information about the hotel and its amenities.
Core Job Responsibilities & Duties
- Greet guests immediately with a warm, friendly, and sincere acknowledgement
- Must follow company dress code and always be presentable
- Provide customer service to guests by verifying their reservation details, checking-in guest into assigned room, providing them with rooms keys and ensuring proper payment and billing information is collected
- Provide information about hotel facilities, services, activities, amenities, local attractions, and any other relevant information
- Handle incoming reservations through phone calls, emails, or online booking systems
- Assist guests in making new reservations, modifying existing ones, or cancelling bookings
- Address guest inquiries, concerns, and special requests promptly and courteously
- Assist guests with luggage, transportation arrangements, and other requests
- Maintain accurate guest records, including personal information and payment details
- Update and maintain the front desk logbook, shift reports, and other relevant documents or communication platforms used by the hotel
- Handle cash transactions and maintain a balanced cash drawer
- Ability to learn and use online systems
- Communicate with housekeeping, maintenance, and other hotel departments to ensure guest satisfaction or to resolve issues promptly
- Communicate effectively with team members to ensure a seamless operation
- Follow hotel procedures for guest safety, including verifying identification, monitoring guest access, and maintaining a secure and clean front desk area
- Handle emergencies and report incidents to the appropriate authorities
- Ensure all areas around front desk area are clean and presentable for guest’s first impression
Qualification Standards & Company Requirements
- Excellent communication skills and interpersonal skills required
- Strong problem-solving abilities and the ability to handle guest complaints
- Ability to work efficiently and independently in a fast-paced environment
- Previous experience in customer service or hotel industry preferred
- High school diploma or equivalent; additional education in hospitality or related field is a plus
*Please note that specific job requirements and responsibilities may vary depending on the company’s policies, size, and other factors*