Front Desk Associate

Reports To:

Assistant General Manager, General Manager

• High school diploma or equivalent
• Ability to speak fluent English
• Bilingual (English/Spanish)
• Strong computer and typing skills, tech‑savvy
• Stand for long periods behind the desk and front office areas
• Carry or lift items weighing up to 50 pounds
• Handling objects, products, and computer equipment
• Available to work First (7am–3pm) and Second Shift (3pm–11pm)
• Willing to work weekends and/or holidays

• Provide prompt, friendly, courteous, and professional guest service
• Perform check‑in / check‑out of hotel guests in a timely and professional manner
• Act as the Manager on Duty (MOD) when scheduled

• Register guests, issue room keys, and provide information on hotel services, local area, and room location
• Answer phones in a prompt and courteous manner
• Upsell rooms where possible to maximize hotel revenue
• Be proficient on the use of the Property Management System
• Complete all brand trainings for their discipline, log on to Brand Portal, and learn the brand requirements needed for their position
• Have a good understanding of all hotel operating procedures
• Accurately process all cash and credit card transactions in accordance with the established procedures
• Perform administrative responsibilities such as data entry, reporting, etc.
• Respond appropriately to guest complaints and requests, and take appropriate service recovery actions to ensure total guest satisfaction
• Perform other duties as assigned, including guest room tours, special guest requests, breakfast set up, cleaning lobby area, setting up meeting room, data entry, document scanning, and preparing reports
• Read and document all events or incidents in the communication log
• Ensure the proper appearance of the lobby and all public areas, including the breakfast area
• Ensure processes are followed to protect the identity, safety and security of guests and fellow employees
• Be proficient on the use of all front office equipment such as credit card machine, copier, and fax
• Be willing and able to work any shift
• Have complete knowledge of room types and offered rate plans
• Fully understand the hotel’s franchise policy on guaranteed reservations and no‑shows
• Process cancellations and modifications to reservations
• Promote goodwill by being courteous, friendly, and helpful to guests, managers, and all other associates
• Promote teamwork and quality service through daily communications and coordination with other departments

• Excellent communication and customer service skills
• Pleasant personality
• Good team player
• Good listener
• Well‑groomed and professional appearance
• Open with praise and discrete with criticism

Annual performance evaluations are subjected to contributions of measurable value to hotel metrics and goals.