Front Desk Associate

Key Responsibilities

• Ensure a delightful, seamless arrival and departure for our guests.
• Greets guest and processes hotel registration and other transactions.
• Keeps current on hotel accommodations, services and local attractions.
• Handles all guest compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfaction.
• Works with other departments as appropriate to arrange for services requested by the guest.
• Stays current with developments in the hotel by reviewing and updating the communication log.
• Prepares end of shift summaries and communications for management and other shifts.
• Encourages day to day upselling of guest accommodations and promotes hotel amenities, food & beverage outlets, hotel services and loyalty program.
• Makes reservations in accordance with the hotel’s yield management practices.
• Processes customer credit at check-in in accordance with hotel policy and data privacy policy standards.
• May be responsible for answering and fielding all calls to the hotel, both internal and external.
• Identifies and records special billing instructions and notifies Accounting.
• Obtains appropriate approvals and signatures for guest transactions.
• Maintains confidentiality of guest information.

• Creates 100% guest satisfaction by providing the Choice experience through performance that demonstrates the standards of genuine hospitality and exceeding guest expectations.
• Gives personal attention, takes personal responsibility, and uses teamwork when providing guest service.
• Listens, apologizes with empathy, finds a solution, and follows through when resolving guest problems.
• Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis.
• Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction.
• Performs other duties required to provide the service brand behavior and genuine hospitality.

• Ideal candidate will have a minimum of one-year of hotel front desk experience, other hotel experience or experience in a customer service environment.
• Strong verbal, written and interpersonal skills.
• Works well independently or as part of a team.
• Strong attention to detail.
• Commitment to exceptional guest service.
• Ability to maintain a positive and professional attitude when handling all situations.
• Adheres to the policies and procedures of the hotel.
• Ability to work a flexible schedule including holidays and weekends.
• Working knowledge of computer and math skills.

• Ability to stand, stoop or bend for entire shift.
• Ability to lift up to 20 pounds.