Two Rivers Hotel Group

Job Description - Customer Service/Front Desk
Job Title: Front Desk
Department: Operations/Guest Services
Reports To: Property General Manager
FLSA Status: Non-Exempt
Position Summary:
Provides guests with excellent customer service while being an active being an active
member of an award-winning team! We are looking for someone who is interested in
building upon or creating a long-term career in the hospitality industry. With room for
career development and growth in a quickly advancing hotel management company, we
welcome anyone who is eager to learn and has a knack for customer service!
Essential Duties and Responsibilities:
• Checks guests in and out of the hotel positively and professionally.
• Follows established protocols in the operation of the hotel.
• Maintains coffee bar and breakfast buffet in the morning.
• Operates washing and drying machines and folds laundry.
• Cleans public areas.
• Provides safety and security for the hotel and its guests.
• Will also act in a sales role to book rooms and events.
• Follows the hotel key control procedures at all times.
• Is familiar with the hotel emergency plan and is able to confidently partake in
emergency training procedures.
• Observes guest and hotel confidentiality procedures.
• Uses the hotel safe lifting procedures.
• Reports all incidents and injuries to the appropriate supervisor.
• Wear uniform at all times while on duty.
• Ensures that there is a front desk staff member to attend to the hotel at all
times.
Competencies: To perform the job successfully, an individual should demonstrate the
following.
• Adaptability- Adapts to change in the work environment. Manages
competing demands, Accepts criticism and feedback. Changes approach or
method to best fit the situation.
• Communications - Exhibits good listening and comprehension. Expresses
ideas and thoughts in written form. Expresses ideas and thoughts verbally.
Keeps others adequately informed. Selects and uses appropriate
communication methods.
• Cooperation – Establishes and Maintains effective relationships. Exhibits tact
and consideration. Displays positive outlook and pleasant manner. Helps and
support to co-workers. Works cooperatively in group situations. Works
actively to resolve conflict.
• Customer Service - Displays courtesy and sensitivity. Manages difficult or
emotional customer situations. Meets commitments. Responds promptly to
customer needs. Solicits customer feedback to improve service.
• Dependability - Commits to doing the best job possible. Follows instruction.
Keeps commitments. Meets attendance and punctuality guidelines.
Responds to requests for service and assistance. Takes responsibility for own
actions.
• Problem Solving – Identifies problems in a timely manner. Gathers and
analyses information skillfully. Develops alternative solutions. Resolves
problems in early stages. Works well in group problem solving situations.
Qualifications: 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.
Education/Experience: High school diploma or general education degree (GED); or one to
three months related experience and/or training; or equivalent combination of
education and experience.
Language Ability: Read and interpret documents such as safety rules, operating and
maintenance instructions, and procedure manuals. Write routine reports and
correspondence. Speak effectively before groups of customers or employees.
Mathematical Ability: Add, subtract, multiply and divide in all units of measure, using whole
numbers, common fractions and decimals. Compute rate, ratio and percent, and draw
and interpret bar graphs.
Reasoning Ability: Apply common sense understanding to carry out instructions furnished
in written, oral, or diagram form. Deal with problems involving several concrete
variables in standardized situations.
Software Skills: Working knowledge of MS Office; knowledge of hotel management
software (PMS).
Certificates and Licenses: State Alcohol Server/Seller Training (If bar on property)
Will be provided if hired.
Supervisory Responsibilities: None
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.
• This job operates in a hotel environment. Shifts may include days,
evenings, overnights, weekends and holidays.
• The role routinely uses standard cleaning equipment that is found
in hotel laundry rooms.
• The role routinely uses standard kitchen equipment.
• Will work around chemicals and must be able to read labels as
well as to measure proper amount of chemicals to be used in
washing procedures.
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.
• Requires ordinary conversation, hearing, and visual acuity.
• Bend, squat, kneel, twist and reach repetitively.
• Stand, walk for prolonged periods (8 hours per day), and move
about the office and hotel facilities as necessary.
• Performing this job regularly requires use of hands to finger,
handle, or feel objects, tools or controls.
• Employee must occasionally lift and/or move up to 50 pounds.
• Employee must be able climb several flights of stairs in case of
emergency or if property is not equipped with elevator.
The above job description is not intended to be an all-inclusive list of duties and standards
of the position. Incumbents will follow any other instructions, and perform other
related duties, as assigned by their supervisor.