Front Desk Receptionist

THE ROLE

• Demonstrate passion and genuine care for all aspects of a guest’s experience, handling all interactions with the highest level of hospitality and professionalism, understanding that the hotel guest is your guest
• Own all aspects of a guest’s experience from beginning to end by ensuring accurate and thorough reservation details, an inviting arrival, recommendation of local experiences, and a seamless departure, ascertaining satisfaction throughout and adjusting as necessary
• Accommodate special requests whenever possible, even if it requires breaking protocol for the benefit of the guest, as our service style and standards are a guide to help you use sound judgment
• Serve as the tour guide for all hotel experiences a guest may encounter, following your intuition to uncover each guest’s likes or dislikes enabling you to add a personalized touch that creates a special memory
• Demonstrate mastery of the hotel’s systems to ensure accurate information is input, updated, and utilized to respond through a variety of guest communication channels, from pre-arrival to post-departure
• Ensure that all requests are delivered and no aspects are overlooked to deliver a seamless experience
• Prioritize the guest’s satisfaction, adjusting your actions and behaviors to support what the guest needs at any given moment, and wear a variety of hats (bellman, valet, greeter) as the situation demands
• Display professionalism and discretion throughout all guest interactions, maintaining a consistently calm and engaging presence
• Demonstrate expert knowledge of the position’s service standards, procedures, and practices, utilizing this knowledge to independently remedy guest concerns and proactively suggest recommendations to the Hotel Manager to improve services offered to guests
• Collaborate effectively with co-workers and other departments to ensure guest needs are met, mending relationships if disagreements arise, and responding to feedback
• Seize opportunities to go beyond the expectations of the position to assist with a guest’s needs, help a co-worker, cross‑train in another department, or fulfill a reasonable request by a manager

• Passion for the people, place, and culture of our community
• Minimum of two (2) years of experience in guest/customer service for luxury goods or services; or a comparable combination of education and experience
• Professional proficiency of the English language in reading, writing, and verbal communication
• Valid driver’s license and successful completion of Motor Vehicle Report required to assist in parking guest vehicles as needed
• Intermediate skills in Microsoft Excel and Word to create spreadsheets or proposals
• Ability to lift up to 25 lbs. for handling guest luggage
• Ability to push a bell cart with guest luggage that may contain up to 100 lbs
• Ability to work varied shifts, that may include days, nights, weekends and holidays

The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the teammate is regularly required to see, talk, and hear. The teammate frequently is required to sit and use hands.

The teammate is occasionally required to reach with hands and arms. The teammate must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

The work environment characteristics described here are representative of those a teammate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the teammate is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually quiet.

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, the organization complies with applicable state and local laws governing nondiscrimination in employment in every location in which it has operations. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, and compensation.