Job Description

The Front Desk Associates serves as the initial contact for guests as they check into the property and are responsibility for providing quality guest service in a welcoming and professional manner. The Front Desk Associate will also be responsible for front office operations while on duty. The primary goal of the Front Desk Associate is to meet the needs of all guests throughout their stay.

Duties/Responsibilities:

• Ensures that each guest receives excellent service by providing a warm greeting and offering assistance.
• Answer incoming calls to make reservations, confirmations, and room needs requests.
• Answer questions pertaining to hotel services and registration.
• Assist guests with needs, issues, or complaints with empathy and focus on guest satisfaction.
• Handle and coordinate room assignments and pre-arrival requests.
• Assist with covering gift shop and Starbucks.
• Maintain knowledge of the property amenities, service, and local areas.
• Settle guest accounts and collect payment.
• Adhere to all cashiering procedures: opening, securing and balancing out shift till.
• Maintain organization and aesthetics of front desk and lobby area.
• Complete opening and closing procedures according to property policy.

The duties and responsibilities described are not a comprehensive list and that additional tasks may be assigned, and the scope of the job may change as necessitated by business demands.

Requirements

Required Skills/Abilities:

• Excellent verbal communication skills.
• Excellent customer service skills.
• Creative and effective problem-solving skills.

Education and Experience:

• Must be 18 years of age or older.
• High school education or equivalent, required.
• At least one year of customer service experience, preferred.
• Previous experience with point-of-sale systems and/or hospitality management software, preferred.

Physical Requirements:

• Night and weekend availability.
• Must be able to stand on feet throughout the shift.
• Must be able to frequently lift up to 20 lbs and occasionally lift up to 50 lbs with assistance.
• Must be able to climb stairs occasionally.