Front Desk Associate

Title: Front Desk Agent

Department: Operations
Reports to: Front Office Manager or General Manager
Subordinates: None
FLSA Status: Non-Exempt
Effective Date: April 17, 2017

SUMMARY: Responsible for greeting guests, taking reservations, providing guest service and settling guest accounts upon completion of their stay.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Greets, checks in, and assigns rooms to guests
• Promptly and effectively deals with guest requests and complaints
• Answers phone calls and routes appropriately, takes accurate messages, makes reservations and uses upselling techniques as directed by General Manager or sales team
• Assists sales and marketing efforts as directed by General Manager
• Handles confidential information with high integrity
• Maintains accurate cash, accounting, and reservation records
• Responsible for all cash and credit card transactions so that drawers balance at the end of each shift
• Answers guest inquiries about area attractions, hotel services, directions or reservations
• Conducts wake up calls as requested
• Records pertinent guest information and issues in log book for opening managers review
• Keeps communal areas and lobby clean
• Assists breakfast hosts in replenishing food or supplies and cleaning as directed
• Assists with laundry as directed
• Follows company policies and procedures
• Other duties as assigned by supervisor or management

QUALIFICATIONS :

Education/Experience: High School Diploma or GED equivalent. Minimum of three months hotel guest service experience or equivalent training and experience.

Skills:

• Interpersonal skills
• Guest service
• Innate sense of urgency
• Adaptability
• Detail oriented
• Proficient communication
• Ability to multi-task
• Advanced experience with personal computers and related software applications
• Ability to read, write, and speak the English language

Working Conditions:

• Will be required to work nights, weekends, and holidays.
• Will be required to work in a fast-paced environment.

RELATIONSHIPS:

Internal: General Manager, Assistant General Manager, Peers, Sales Manager, Director of
Sales and Field Operations at the corporate level

External: Guests - To provide customer service

PHYSICAL/COGNITIVE ACTIVITES:

This description of physical and mental activities is not intended to describe essential job functions. Rather, its purpose is to give the job applicant a feel for the physical and mental activities of the job to the end that an applicant with a disability can determine whether he or she will be able to do this job either with or without accommodations.

The major responsibility of this position is to provide guest service and maintain the hotel reservation system. This person must understand the practices, techniques and technologies required in the work they are performing or monitoring.

While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; talk and hear. Specific vision abilities required by this job include close vision to that of a computer and the ability to adjust or focus.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Employee Signature Date

*This is not a binding employment contract.

Job Types: Full-time, Part-time

Pay: From $14.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift availability:

• Night Shift (Preferred)
• Day Shift (Preferred)

Work Location: In person