Hotel Front Desk Associate

The Front Desk attendant is responsible to provide and promote a high level of guest service from reception at the front desk to guest checkout. The attendant must have a working knowledge of all hospitality services including Front Office, night audit, and reservations management. He/She will work to ensure a 100% level of guest satisfaction by acting as the main point-of-contact for all guest requirements and requests throughout the period of stay.
Education and Experience

• High school diploma (advanced education/coursework desired)
• One year experience with front desk or customer-facing role (e.g., cashier, sales)

Duties and Responsibilities

• Greet and register guests and provide room assignments, accommodating special requests whenever possible. Assist in the pre-registration and blocking of reservations
• Handle guest check-ins and check-outs efficiently, in a friendly and professional manner
• Be aware of new potential sales contacts through guest interaction and report the information to the Sales Department
• Ensure that all cash, checks, and miscellaneous departments are in balance at the end of each shift
• Have working knowledge of reservations procedures, sell reservations, and know cancellation procedures
• Answer inquires pertaining to hotel services, shopping, dining, entertainment, and travel directions
• Answers transfers, recalls, and all incoming calls in a timely and friendly manner
• Responsible for proper telephone etiquette
• Ensure adequate key cards are available for assignment of guest rooms
• Attend front office department meetings
• Assist guests in obtaining information. Call airlines, rent-a-car, companies, etc.
• Keep the front office area neat, clean, and free of safety hazards
• Handle complaints courteously. When necessary, utilize supervisor or Manager for appropriate action.
• Wear proper uniform and name tag at all times in accordance with the standards of appearance
• Handle lost and found by taking relevant messages and following Lost and Found procedures
• Be knowledgeable of brand reward programs and its benefits and any current promotions being offered
• Communicate with incoming shift by logging pertinent information in the front office log
• Promote repeat business by offering to take future reservations upon checkout
• Receive and transmit mail, phone calls, and messages for guests
• Post room charges, food and beverage charges, phone charges, and compute guest bills using. Collect payments and make changes for hotel guests following all handling procedures as required
• Keep housekeeping informed of any special requests, late checkouts, and special need areas in the hotel
• Adhere to all work rules, procedures and policies established by the company, including, but not limited to, those contained in the Employee Handbook
• Provide the highest quality of service to the customer at all times
• Perform all other duties as assigned by management
• Complete appropriate shift checklist daily
• Maintain knowledge of the hotel, hotel staff, hotel services with hours of operations, room locations, types of rooms and room selling strategies, hotel rates and discounts, hotel credit and check cashing policies and procedures, and know how to handle each
• Smile and continuously project a helpful attitude
• Develop a thorough knowledge of the hotel's front office computer system. Has understanding of in-house computers and monitors computer accuracy to ensure maximum occupancy
• Stay current on all emergency procedures and acts accordingly
• Provide information to all guests in a courteous and informative manner. Maintains confidentiality of guests and associates information.