Front Desk Associate

The Front Desk Associate plays a crucial role in creating a positive and memorable experience for guests, contributing to the overall success of the hotel's operations and reputation. They are the first point of contact for guests, providing a welcoming and efficient experience throughout their stay. This role requires exceptional customer service skills, attention to detail, and the ability to handle various tasks simultaneously while maintaining a positive attitude.

Duties/Responsibilities:

• Greet guests warmly and ensure a smooth check-in process.
• Verify guest information and process reservations accurately.
• Collect necessary payments and issue receipts during check-out.
• Address guest inquiries and provide information about hotel amenities, policies, and local attractions.
• Handle room reservations, modifications, and cancellations effectively.
• Collaborate with housekeeping to manage room inventory and ensure timely availability.
• Provide excellent customer service by promptly responding to guest inquiries, concerns, and requests.
• Assist guests with luggage, transportation arrangements, and other needs.
• Resolve guest complaints or issues professionally and promptly, ensuring guest satisfaction.
• Communicate effectively with other hotel departments to ensure smooth operations.
• Relay messages, package deliveries, and special requests to appropriate personnel.
• Collaborate with colleagues to ensure a seamless guest experience.
• Assist with preparing and distributing daily reports, including room occupancy and revenue summaries.
• Handle cash, credit card transactions, and other forms of payment accurately.
• Reconcile cash drawer at the beginning and end of each shift, following established procedures.
• Follow security protocols to ensure the safety of guests and hotel property.
• Monitor and control access to the hotel premises, adhering to security policies.
• Promote hotel services, amenities, and special offers to guests.
• Upsell room upgrades, dining options, and other hotel services to enhance the guest experience.

Job Type: Full Time and Part Time Positions Available

Required Skills/Abilities:

• Excellent communication and interpersonal skills.
• Strong organizational and multitasking abilities.
• Problem-solving skills and the ability to handle challenging situations with composure.
• Customer-focused attitude and a commitment to providing exceptional service.
• Physical presence and approachability are important for creating a welcoming atmosphere and providing personalized assistance to guests.
• Effective verbal communication skills to interact with guests and team members professionally.
• Adherence to the hotel's dress code and maintaining a neat and professional appearance at all times.
• Reliable and punctual.

Education and Experience:

• Experience in hospitality/hotel environment, a plus.
• Previous experience in customer service or front desk operations is preferred.
• High School graduate or G.E.D. equivalent required.
• Read, write, and speak English fluently.
• Flexibility to work shifts, including weekends and holidays, based on the hotel's operational needs.
• The ability to multitask and manage time effectively is essential to handle various guest requests, administrative duties, and communication simultaneously.
• Proficiency in using computer systems and software, including property management systems (PMS) and Microsoft Office Suite.

Physical Requirements:

• Required ability to often stand for extended periods, especially during peak check-in and check-out times.
• Able to move around the front desk area, lobby, and adjacent areas is essential for attending to guest needs, delivering messages, and coordinating with other hotel departments.
• Comfortable with the occasional lifting and carrying of luggage, packages, or other items for guests, especially when assisting with check-in or check-out. Able to lift up to 30 lbs.
• Capable of performing repetitive tasks such as typing, data entry, and using a computer for extended periods, as well as the use of telephones and other communication devices.
• Able to have clear vision for necessary reading of guest information, documents, and computer screens.
• Able to have good auditory perception for effective communication with guests and colleagues, as well as for responding to telephone inquiries and alarms.
• Capable of operating office equipment, such as printers and key card systems