JOB DESCRIPTION: FRONT DESK ASSOCIATE
REPORTS TO: HOTEL GM
GENERAL:
- Respond in a professional and courteous manner to all arriving, departing and in-house guest by providing accurate and timely information and services.
- Respond to telephone, email, fax, and in-person inquiries regarding reservations, hotel information, and guest concerns.
ESSENTIAL DUTIES/RESPONSIBILITIES:
- Make reservations, check-in, and check-out guests in the PMS and make changes as requested by guests.
- Post charges, corrections, and payments to guest accounts. Process guest payments.
- Sell the hotel to “walk-in” customers.
- Provide information to guests about hotel policies, services and amenities.
- Respond to requests from guests for assistance and information about local area including directions, things to do and places to eat.
- Communicate with housekeeping about room status and availability.
- Communicate with Maintenance about needed repairs, room status and availability.
- Listen for and respond to guest concerns and requests.
- Maintain daily logs.
- Balance shift work and cash drawer.
OTHER DUTIES/RESPONSIBILITIES:
- Report all damage, mechanical deficiencies, suspicious activities, theft in accordance with the Hotel management procedures and standards.
- Maintain Confidentiality of Guest and Hotel information.
- Maintain high standards of Customer Service.
- Assist Breakfast Attendant if required.
- Participate in Hotel, Brand or Regulatory training.
- Operate Hotel Van to transport guest and employees in a safe secure manner.
- Maintain excellent customer relations by knowing all in-house events and special events in the area. Host Manager’s reception if needed.
- Perform other duties, projects as assigned by management.
- Required to work weekends, and/or holidays. May be required to work nights.
JOB QUALIFICATIONS & ABILITIES:
- Front Desk or Guest Services experience preferred.
- Be proficient in OPERA (current property management system) and Microsoft Office.
- Must have a High School level mathematical aptitude.
- Must have experience in dealing directly with the public.
- Must speak, read and write English fluently.
- Must use tact and understanding when dealing with a variety of customer service issues.
- Must be highly organized, pay attention to details when performing multiple tasks.
- Must have a valid Driver’s License at all times, with a driving record that meets or exceeds current Hotel Van operations insurance policy requirements.
EDUCATION/FORMAL TRAINING:
- High School diploma or equivalent required.
- Any certification or training required for operation of Hotel (Franchise Mandated or Regulator Agency Mandated).
EXPERIENCE:
- Have verifiable experience in Customer Service.
MATERIAL/EQUIPMENT USED:
- Standard office equipment including but not limited to: telephone, copier, PC, fax and PBX.
ENVIRONMENT:
- Primarily prolonged standing or sitting indoors in thermostatically climate controlled work area under various lighting condition.
Job Types: Full-time, Part-time
Pay: From $12.50 per hour
Benefits:
- Employee discount
- Flexible schedule
Schedule:
- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
- Night shift
- Weekends as needed
Work setting:
Education:
- High school or equivalent (Required)
Experience:
- Hotel Experience: 1 year (Preferred)
- Customer Service: 1 year (Preferred)
Shift availability:
- Day Shift (Required)
- Night Shift (Required)
Work Location: In person