Front Desk Associate

PRIMARY PURPOSE: To increase customer satisfaction by providing efficient and courteous Front Desk service in accordance with the brand standards of company.

RESPONSIBILITIES

· Meets and exceeds customer and team member expectations by providing service and teamwork

· Provides value added service to customers by doing whatever reasonable and possible to meet or exceed customer expectations

· Provides quality service to the customer by anticipating guests’ needs, responding to their requests promptly, efficiently, and courteously during check-in, check-out, and throughout stay

· Registers, processes, and greets customer promptly, welcoming him/her to the hotel

· Responds to customer requests for information about the hotel

· Arranges for special services requested by the customer

· Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift

· Arranges fulfillment of customer services by working with courtesy van staff, housekeeping, reservations, and maintenance

· Minimizes loss of revenue by adhering to all established credit and inventory control procedures

· Ensures all customers establish a form of payment upon check-in

· Monitors customer accounts to ensure adherence to hotel credit limits and verifies accuracy of registration information

· Improves timeliness of cash flow by adhering to all established credit and inventory control procedures

· Verifies all information on reservations check-in; name, address method of payment, etc.

· Identifies and records special billing instructions

· Completes shift closing accurately by getting appropriate approval signatures and authorization codes

· Adheres to hotel policies regarding the use of cash banks, drop/deposit logs, etc

· Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets

· Properly processes customer mail, messages, and packages to insure their receipt by customers

REQUIREMENTS

· High School diploma

· 1-2 years experience working as a hotel Front Desk agent preferred

· Competent computer skills including knowledge of Microsoft Word and Excel

· Experience using hotel reservation system such as FOSSE or OnQ is a plus.

· Organization skills and attention to detail

· Friendly and customer service oriented

· Good interpersonal and problem solving skills

· Ability to work weekends is required

· 1st, 2nd, 3rd shift flexibility is preferred

JOB SETTING AND PHYSICAL DEMANDS

Employees in this position work primarily indoors. To perform the job successfully the candidate must be able to use a computer and other standard office equipment, talk to customers on the phone, and maintain a calm demeanor when dealing with customer issues. Employees must also be able to walk and stand for long periods of time. Fluency in the English language and the ability to speak, hear, read and write are required as is the ability to work any hours/days of the week necessary to meet business requirements.

Disclaimer

This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered under the Americans with Disabilities Act) expected of people assigned to this position. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. All employees may be required to perform activities outside of their normal job responsibilities from time to time as needed.

EOE
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, disability or
veteran status.